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KANA Delivers on CRM's Promise of ROI with New Solution
KANA(R), provider of Service Resolution Management (SRM) solutions, announced the availability of KANA Resolution, the first process-driven customer service solution exclusively focused on resolution within the customer support process. KANA Resolution reduces service costs, improves customer satisfaction, and increases revenue opportunities by enabling contact center agents to resolve customer inquiries faster, more accurately and consistently across service channels.
KANA Resolution is a new enterprise software application for service resolution management that integrates with KANA Response and KANA IQ to enable complete knowledge-powered self- and agent assisted-service. KANA Resolution increases agent productivity and significantly improves the delivery of service by leveraging knowledge and intelligence to automatically provide agents with the information required to resolve customer requests, increasing first call resolution rates and decreasing call handling times. In addition, KANA Resolution guides the agent through the customer service interaction, suggesting appropriate treatments and providing cross and up-sell recommendations to drive additional revenue in the contact center. Built on a Web Services architecture, it allows easy and unlimited integration with common enterprise application environments. In addition, KANA provides seven specific pre-built adapters enabling integration with major call center applications such as, Siebel, Clarify, Peoplesoft, and SAP.
"Contact centers today can route and track interactions easily, across channels in most cases. Yet, providing a definite resolution to each interaction still eludes them," said Esteban Kolsky, research director at Gartner. "Gartner created the customer interaction hub with the idea of providing an easy, final solution to each interaction- regardless of channel and topic. Organizations moving to a centralized, process-centric solution to efficiently resolve any issue, can certainly expect reduction in both time to resolution, and overall costs."
Service resolution management is the next phase in CRM. According to the Service and Support Professionals Association (SSPA) the resolution process accounts for 80 percent of an organization's contact center costs. With a traditional CRM approach, companies manage the least intensive aspects of service and fail to meet customer expectations and demands. To effectively achieve better customer satisfaction, contact centers must move beyond case management to resolution management. KANA Resolution enables that next step.
"Effective service resolution drives revenue in our contact center while increasing customer satisfaction," said Candi Anderson, project manager for ADC. "By providing agents with as much knowledge as possible, they are empowered to take advantage of cross-sell and up-sell opportunities that not only drive our bottom line but also increase customer satisfaction overall."
With KANA Resolution, the agent is guided through the resolution process creating a consistent and repeatable resolution environment. KANA Resolution captures and automates contact center processes, decreasing agent training time, call handling time and customer churn, while also increasing cross-sell and up-sell opportunities. KANA Resolution features include:
* A Resolution desktop that augments existing service environments with an intuitive process-driven interface;
* Resolution management that guides agents through a step-by-step process to resolve customer problems and optimize the interaction;
* KANA IQ integration that provides full access to the customer knowledge database;
* KANA Integration Manager that provides application integration for information access and transaction processing, including Tibco and WBI, with Tibco adaptors for Siebel, PeopleSoft, SAP, Clarify and Oracle. It brings real-time enterprise information, such as customer history, shipping and billing into a single integrated view, making it easy for KANA Resolution to integrate with any other system in the enterprise, including existing CRM solutions.
* Treatments and offers to suggest appropriate customer communication including cross-sell and up-sell offers.
"KANA Resolution delivers the ROI promised by CRM by focusing on the resolution process allowing companies to resolve customer service inquiries faster. This is ultimately what saves companies money and makes customers happy," said Brian Kelly, executive vice president of products and marketing at KANA. "Because of KANA's open architecture, companies do not have to 'rip and replace' their existing CRM systems, instead KANA Resolution allows corporations to maximize their return on existing investments."
KANA Resolution fits easily into the contact center infrastructure without affecting the existing systems. It also provides significant value in the design environment, resulting in easier development of scripts and workflows. The design environment includes:
* Resolution Designer that allows business analysts to design and manage resolution workflows;
* Screen Flow Designer that is an integral component of Resolution Designer, providing an intuitive, graphical tool for building HTML forms used in resolutions.
Pricing and Availability
For more information please visit www.kana.com or visit www.kana.com/dec13webinar to sign-up for an introduction to KANA Resolution with KANA's CTO Charlie Isaacs, John Ragsdale of Forrester Research, and a KANA customer. The Webinar will be held on December 13, 2004 at 1:00pm EST. 07.12.2004, KANA
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