SSPA  P R E S S  R E L E A S E S

KANA Delivers New Resolution Solution

KANA Resolution is a process-driven customer service solution exclusively focused on optimizing the resolution process. It’s designed to reduce service costs, improve customer satisfaction, and increase revenue opportunities by enabling agents to solve customer inquiries faster, more accurately, and consistently across service channels.

KANA Resolution improves the delivery of service by leveraging intelligence to automatically provide agents with the information and process required to resolve customer requests, reducing first call resolution rates and decreasing call handling times. Built on KANA’s architecture, the solution provides deep enterprise application integration (EAI) support. This EAI support brings real-time enterprise information, such as customer history, shipping or billing information into a single integrated view, making it easy for KANA Resolution to automatically deliver the information to resolve the request without the agent having to access multiple systems or screens to get the data.

KANA Resolution enhances the agent experience with process management, business rules and customer treatment and support suggestions. The agent is guided through the resolution process creating a consistent and repeatable resolution environment. KANA Resolution captures and automates 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 solves customer problems;
• KANA IQ integration, that provides full access to the customer knowledge database;
• Treatments and offers to suggests appropriate customer communication including cross-sell and up-sell offers.

KANA Resolution fits easily into the support center infrastructure without affecting existing systems. It also provides significant value in the design environment, resulting in easier development of scripts and workflows.
For more info, www.kana.com