eService

The Gold Standard for Customer eService

For over 10 years, the most respected IT analyst firms have praised KANA’s eService solutions for their completeness, reliability, and power to scale. That’s because our customers have improved first-call resolution rates to 95%, reduced agent errors by 45%, and tripled the number of cases they handle every day.

KANA helps you deliver a world-class eService experience through any online channel.

  • KANA Response for Email sets the standard for high-volume email support. Automation, based on flexible business rules, ensures your customers get accurate, consistent answers to their service requests while increasing the productivity of your agents. Hundreds of leading companies use KANA to provide superior service at low cost via email.
  • KANA Response Live for Chat and Collaboration makes online chat an effective customer service channel. Through intelligent routing, pre-formatted replies, real-time queue monitoring and Web page co-browsing, KANA Response Live helps you serve more customers faster, with better results. You can even use chat proactively to increase sales by monitoring customer activity on your website and offering live assistance, coupons and offers at just the right moment.

KANA eService solutions are designed to make your agents as productive as possible
KANA eService solutions are designed to make your agents as productive as possible

Features

KANA eService lets you offer consistent service across multiple channels, at very high volume, through:

Rules-Driven Processes
Intelligent business rules automate eService processes, like queue management, escalations, prioritization, message categorization, auto-acknowledgements and suggested replies.

Enterprise Interoperability
KANA eService is based on standards which make it easy to integrate with your other systems. This lets you automate message handling even more by dynamically incorporating back-end data into replies, based on the context of the support request.

Secure Messaging
KANA solutions automatically identify messages that need a secure response and route them to a secure web portal.

Enterprise Architecture
A multi-tenant architecture lets you use a single KANA eService installation to support many lines of business and dispersed service operations. Queues, routing, business rules, auto-acknowledgements, reply templates and reporting can be customized for each business unit.

Scalability and Reliability
The KANA eService architecture reliably scales to thousands of concurrent users and millions of simultaneous interactions.

Supported Platforms
KANA eService fully supports industry standard technologies including IBM AIX, Linux, Sun Solaris, Microsoft Windows, IBM DB2, Oracle, Microsoft SQL Server and VMWare.