Kana, a provider of bespoke eCRM applications announced the growing adoption by organisations located in key geographic regions across Europe of its iCARE and KANA Response solutions, a customer service and marketing automation suites.
British Telecom is one of the largest telecommunications providers in Europe using KANA Response software optimised for the telecommunications industry to respond to an increasing number of e-mails into its customer service centre.
“KANA‘s customer service tools are flexible and easy to use. We use KANA to respond to customer e-mails quickly and with the correct information – at minimal cost. BT places quality at the heart of its operations. I’m happy to entrust KANA with the responsibility for ensuring that quality pervades our e-mail customer service operations, said Adam Marchmont, systems development manager at British Telecom Retail Shared Infrastructure.
Additional European companies recently using KANA’s eCRM applications include Bertelsmann, CSSC, Freeserve, Gemeente Amsterdam, O2 GmbH & Co. OHG, PGGM, STIME and Telewest.
“The ability of KANA‘s web-architected applications to cost-efficiently scale to high volumes of interactions is an asset to any business, in any industry regardless of geography,” said Alf Saggese, EMEA managing director for KANA.
The KANA iCARE suite is a software suite made up of modular eCRM applications including an ultra-scalable contact centre application, managing in- and outbound e-mail, a knowledge base for self- and assisted-service and marketing and analytics utilities.
KANA‘s modular approach enables companies to address specific customer service issues with a particular eCRM application, without the need to deploy an entire suite. KANA’s web architecture integrates across multiple service channels and enables integration with additional enterprise applications.