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Kanisa Ships Version 6 of Process-Driven Application Suite for Service Resolution Management
August 2, 2004

Cupertino, Calif. August 2, 2004 – Kanisa Inc., a provider of knowledge-empowered customer service applications, announced the availability of Kanisa6, the newest version of the company’s application suite for automating the service resolution process. Proven to reduce the costs of customer service and increase customer satisfaction, Kanisa6 is highlighted by a new version of Kanisa Support Site, its next-generation self-service application which features guided business process support and seamless, multi-channel escalation. Kanisa6 also features an enhanced knowledge management and NLP search platform, an integrated version of Kanisa Expert Forums for collaborative support, and best-in-class content authoring in Kanisa Support Center.

Key functionality in Kanisa6 includes:

Resolution Wizards for Process-driven Self-Service
Kanisa’s Resolution Flow engine extends business process support across the application suite, enabling Amazon.com-like automation of the self-service process.
Expert Forums Drive Call Deflection, Customer Loyalty and Insight
Kanisa Expert Forums enables customers to assist each other in a way that is managed, optimized for service and support, and deeply integrated with the service delivery workflow across channels.
Pagelet Architecture for Rapid Deployment and Easy Customization
Kanisa6 extends its native XML, web services architecture with “pagelets”: dynamic, easily configured UI and application components.
Detailed Web Session Tracking for Seamless Multi-Channel Support
Kanisa6 provides detailed web session tracking that enables seamless online case submission and escalation to other channels
Machine Learning and Reputation Model Improves Search Relevance
Kanisa6 extends the power of an integrated machine learning engine and dynamic reputation model to guide users to the most useful experts and content
Intuitive Authoring with Auto-Tagging for Easy Knowledge Capture
Kanisa has further enhanced its content authoring module. Designed for all business users, Kanisa’s technology-assisted authoring significantly reduces the manual effort and TCO of complex authoring in legacy knowledge bases.

For more info, www.kanisa.com.