Collaboration between agents is one of the secret weapons of any successful contact center, but that requires having the right tools to encourage such free-flowing communication. With its newest release this week, KANA Software is helping contact centers achieve heightened employee collaboration, as well as enabling smarter engagement with customers, increased productivity, and better overall customer service.
On Monday, KANA—a Verint (News - Alert) company—announced a single-vendor customer engagement optimization tool known as KANA Enterprise, which incorporates co-browsing and omnichannel technologies. The solution features enhancements designed to drive customer engagement center effectiveness, employee collaboration and productivity, and responsiveness to rising customer demands.
KANA believes its new solution will more effectively draw in both customers and employees by taking advantage of omnichannel contact center technology, offering users a multitude of communication options from which to choose. These options include but are not limited to Web self-service, mobile, live chat, co-browsing technology, email, whitemail, social and secure messaging channels.
“KANA Enterprise helps companies optimize customer engagement and minimize the negative impact of ‘broken’ customer interactions that arise from gaps in context, processes and staffing,” said Steven Thurlow, head of worldwide product strategy for KANA. “Now B2B, B2C and government organizations can take a holistic and strategic approach to customer sales and service; be better positioned to gain competitive advantage; build more meaningful customer and employee relationships; and reduce costs while increasing revenue.”
For its omnichannel services, KANA Enterprise implements a new next-generation interaction and work management engine called Smart Engagement. This helps ensure that service requests are routed to the right employee for the task, rather than simply connecting a customer to the next available employee. This, in turn, helps improve the odds of first contact resolution, and customer satisfaction as a result. As an added bonus, this streamlining of the process can also lead to notable cost savings for the contact center by utilizing its resources and agents more efficiently.
Edited by Maurice Nagle