For more than a decade, IBM and KANA have been helping the world’s best known brands master the service experience by delivering consistent, knowledgeable conversations with customers across every channel — email, chat, phone, and the Web. More than half the world’s largest 100 companies rely on KANA solutions to set a new standard for the customer service experience. IBM has teamed with KANA on many projects to help clients optimize customer service operations, resolve inquiries more cost-effectively across multiple channels, and deliver a level of service that builds deeper, more profitable customer relationships.
IBM and KANA offer complete solutions for multi-channel customer service spanning the contact center, agent knowledge, Web self-service, email management, and chat management. IBM and KANA deliver agile solutions that enable companies to orchestrate all service processes, knowledge, and technology required to maximize the value of each service interaction and find the right balance between key performance indicators. This ability to control the service experience leverages SOA technology for the highest levels of flexibility and adaptability, so that service organizations can respond to business opportunities and change in minutes, not months.
IBM and KANA solutions include:
- KANA 10 for Service Experience Management
- KANA IQ for Agent Knowledge Management
- KANA IQ for Web Self-Service
- KANA Response for Email Management
- KANA Response Live for Chat and Web Collaboration
KANA applications work with IBM WebSphere® Application Server, IBM WebSphere Portal Server, IBM WebSphere Process Server, IBM WebSphere Registry and Repository, IBM WebSphere Integration Developer, IBM DB2® Universal Database™ and IBM AIX® running on IBM hardware. IBM offers implementation services for KANA software, as well as hosting options.
IBM and KANA solutions
Customer service solutions from IBM and KANA
Increase the quality of the customer experience, turn service centers into profit centers, and ensure processes are compliant with regulations. IBM and KANA can help your organization deliver the experience customers want over multiple channels while effectively balancing cost, compliance, and revenue objectives to benefit your business.
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