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Sabio Expands Agent Desktop Portfolio with KANA Software

February 19, 2014

By Carolyn J Dawson,
TMCnet Contributor

Sabio, a provider of customer contact technology solutions, recently announced the addition of agent desktop, integration and Web experience solutions from KANA Software, to its portfolio of contact center solutions. Kana Enterprise technology, available for both SaaS (News - Alert) and on-premises deployment, will enable Sabio to create a better experience for both contact center agents and their customers, helping them to resolve issues rapidly, improve first-time resolution rates, and successfully reduce overall costs per interaction.

In a release, Matt Dyer, head of multi-channel solutions at Sabio, said, "Sabio is passionate about improving the customer journey and, by deploying KANA and leveraging the knowledge and case management capability embedded within the application, we can provide customer service agents with relevant and contextual information that's specific to customers. This then empowers the agent to serve the customer more intelligently, and delivers customer experience improvements across all available channels."

Recently, Verint (News - Alert) Systems Inc., Premium Partner of Sabio, acquired KANA Software, and has added its customer service suite to its Actionable Intelligence portfolio. Sabio will thus incorporate the KANA Enterprise Agent Desktop into its integrated Avaya (News - Alert) contact center solutions, where appropriate, to provide agents with a single, unified desktop view of all the information and tools they require. The integrated customer service suite will enable organizations to employ the right knowledge management, case management and process management actions for each interaction.

Kenny Bain (News - Alert), EMEA general manager, KANA Software, said, "We're delighted that one of the UK's leading customer service technology systems integrators has turned to KANA Software when it needed to add further agent desktop, Web experience and integration capabilities to its solutions portfolio. Sabio works closely with major technology providers, such as Verint and Avaya, and has a proven reputation as one of the industry's most successful providers of end-to-end customer contact and experience solutions. We look forward to supporting them as they provide their customers' agents with all the tools and information they need to deliver improved levels of service."

Edited by Blaise McNamee