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Kanisa Ships Version 5.5 of Market Leading Suite of Knowledge-Empowered Customer Service Applications Kanisa Inc., a provider of knowledge-empowered customer service applications, announced the general availability of Kanisa5.5, the company’s enhanced application suite for automating the service resolution process across all channels. Unveiled at the Help Desk Institute conference in Orlando, Florida, Kanisa5.5 uses next generation knowledge management technology to improve service delivery in contact centers and on self-service websites.Significant new functionality in version 5.5 includes groundbreaking analytics, increased scalability and internationalization, enhanced natural language processing, and seamless CRM integration. With the Kanisa5.5 application suite, customer service organizations can now dynamically integrate knowledge management with CRM to increase first call resolution, drive effective self-service, analyze root causes, and improve customer satisfaction. “AFC has a broad customer base, ranging from rural independent telephone companies to the nation’s largest regional Bells. So, support calls can be time-intensive and require highly-skilled analysts to resolve a wide range of complex issues,” commented Mike Drennan, director of customer support at Petaluma, Calif.-based AFC, a leading developer of broadband access solutions for the global telecommunications industry. “Our deployment of Kanisa5.5 has enabled the company to increase call resolution at our frontline support tier by over 400 percent. Prior to Kanisa, our resolution rate at our frontline was under five percent. In just over a month of using Kanisa5.5, our frontline resolution rate has achieved a 4x increase to over 25 percent.” "Kanisa represented a significant improvement over our legacy knowledge base, with automated content integration and intuitive authoring, superior self-service, deep CRM integration, and more complete resolution functionality for agents," said Kenny Bunnell, program manager of technical services at Novell. "We look forward to Version 5.5 further extending Kanisa's clear product leadership with enhanced resolution analytics and enterprise-class scalability. With Kanisa and Siebel, our two-vendor support strategy is delivering tremendous value for Novell and our customers." Best-in-Class Resolution Analytics Kanisa5.5 delivers unmatched analytic reporting - superior to that offered by legacy knowledge base tools. New features include: * Packaged reports for content managers such as knowledge gaps, document effectiveness, and authoring quality * Packaged reports for support managers such as product incident breakdown, query and topic ranks, collaboration traffic, and business process analysis * Packaged reports for administrators such as incident coverage and search traffic * Reporting dashboards with consolidated analytics for business managers, product managers and administrators. * A new data mart architecture featuring a documented analytic data model and robust ad hoc reporting * External data feed for integration with external data marts and data warehouses Seamless Integration with CRM Applications for Context-Driven Workflow Unlike traditional knowledge bases, Kanisa deeply integrates with CRM and enterprise applications to uniquely leverage case and customer data to drive context-based resolution workflow. While legacy knowledge base vendors rely on proprietary API’s, Kanisa embeds standards-based webMethods Application Integration Adapters, ensuring certified integration with leading enterprise applications, including: · Siebel · AmdocsClarify · PeopleSoft · Vantive · Oracle · SAP · Baan · JDE · BroadVision · Additional packaged and custom applications are supported by webMethods EAI toolkit Enhanced Natural Language Processing (NLP) With version 5.5, Kanisa has completed the integration of the JeevesOne NLP search engine, acquired as part of the purchase of Jeeves Solutions, Ask Jeeves’ enterprise software division, in July 2003. These NLP enhancements benefit all Kanisa applications with features including: * Multi-lingual tokenization, stemming and spell correction * Term understanding via support for adjacent and non-adjacent multi-word phrasing and synonyms * Syntax and semantic understanding via grammatical matching of verbs and objects to taxonomy elements * Document context understanding via topic spotting, automated tagging of meta-data and document region awareness * Query intent understanding, via context analysis and request-result matching * Improved result relevance via usage-driven machine learning engine * Query mapping to business goals based on context engine that drives cross-sell, up-sell and personalization Enterprise-Class Scalability and Internationalization Kanisa5.5 also features further improvements to Kanisa’s industry-leading scalability and international language support, already evidenced by Kanisa’s large, global customers such Microsoft, Merrill Lynch, Apple, and eBay. Enhancements include: * New federated architecture supports millions of documents and rapid query response times * Stemming, parsing, auto-categorization and information retrieval in 22 languages, including English, Spanish, French, German, Chinese, Japanese, Korean, Russian, Swedish, Dutch, Italian, Czech, Greek, Norwegian, Polish, Portuguese, Romanian, and others. “Kanisa5.5 is a landmark release that further extends Kanisa’s technology and product leadership over traditional knowledge bases and search tools,” said Bruce Armstrong, president and CEO of Kanisa. “We set high goals for ourselves with this release in the areas of analytics, scalability and integration, and we have exceeded all of them. I am pleased that Kanisa5.5 is already providing such exceptional value to our customers.” |