KANA Contact Center on WebSphere Meets High Levels of Scalability and Significantly Decreases Costs in the Contact Centre
KANA® (NASDAQ: KANA), a leading provider of external-facing eCRM solutions, in 23rd July announced the availability of its KANA Contact Center(tm) software on IBM’s WebSphere* Application Server . The combination of KANA’s advanced Web architecture for eCRM solutions and IBM’s high performance application server platform enables a high level of scalability and flexibility for contact centers today.
KANA Contact Center leverages WebSphere Application Server’s rich set of application services including capabilities for transaction management, availability, security, performance, and scalability, while significantly reducing the costs of maintenance and ownership in the contact centre.
The solution further demonstrates KANA’s commitment to IBM’s world-class infrastructure for e-business including existing support for DB2*, AIX*, WebSphere Application Server, WebSphere Commerce Suite and WebSphere MQ. The KANA iCARE(tm) suite of modular eCRM solutions enables enterprises to establish contact centres that can scale to support growing numbers of agents, users and partners and increase interaction without affecting response time.
KANA Contact Center running on IBM WebSphere Application Server provides a highly scalable, manageable and available environment on which to deploy and grow large-scale CRM applications. Results of a recent benchmark study further validate KANA Contact Center’s ability to conduct high-volume, Web-based interactions. Running on IBM WebSphere Application Server, KANA Contact Center achieved 100 percent horizontal scalability with simulated loads of 12,000 concurrent agents performing over 3.6 million transactions per day, with response times consistently remaining under two seconds.
KANA Contact Center is a multi-channel customer service application for contact centres that provides complete request management, solution publishing, self-service capabilities and extranet workflow for complete, high-quality service at lower cost. With analytics integrated into the solution, KANA Contact Center optimizes the performance of a multi-channel contact center by dramatically improving agent efficiency and identifying the most profitable customer relationships.
‘We are pleased that KANA has selected IBM WebSphere software as the foundation for its KANA Contact Center,’ said Scott Hebner, director of WebSphere marketing, IBM. ‘By leveraging IBM WebSphere for delivering Web applications, KANA helps customers be more competitive in today’s e-business arena.’
Nearly 1,300 companies worldwide are using KANA next generation eCRM solutions to drive better relationships through effective, efficient interactions with customers at all points of contact (Web collaboration, phone, e-mail, live chat) and throughout the enterprise. The KANA approach to customer relationship management technology solutions combines sophisticated analytics with thin-client Web architecture to deliver extraordinary customer interactions that decrease costs and drive revenue.
‘KANA Contact Center on IBM WebSphere Application Server can handle hundreds of thousands of customer interactions per hour and has proven to be one of the industry’s most scalable solutions,’ said Alf Saggese, MD, EMEA, KANA. ‘Like all products in the iCARE suite, KANA Contact Center is deployed on a flexible application framework that enables fast time to value and maximum return on investment.’
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