705 — KANA announces KANA Service 8 for multi-channel customer support

Jun 24, 2003 | Conteúdos Em Ingles

KANA announced the availability of KANA Service 8 software, its industry-leading application for multi-channel contact centre management. KANA outsourced development of the product to Accenture. In addition, the application provides the link between internal systems and customer interactions, through a universal view of all relevant information. Available on both J2EE and .Net platforms, KANA Service 8 can be configured to meet specific customer service information, process, application and scalability requirements.

“Today’s software marketplace requires extremely fast product development and delivery schedules,” said Judy Trafas, partner in Accenture’s Communications & High Tech group. “This is something that can truly only be achieved through effective partnering. By leveraging our knowledge of the CRM application space and the vertical expertise of our developers around the world, we were able to produce technically advanced applications quickly and cost-effectively.”

New functionality in KANA Service 8 includes multi-channel interaction management and secure messaging, support for global access to information with capabilities for localised user interfaces, role-based access to functionality and support for memberships, enhanced capabilities to execute and view reports for customer service and knowledge management analysis, the ability for managers to create and schedule new reports, and the ability for all reports to be executed across various parameter-based options.

KANA outsourced the development of KANA Service 8 to Accenture in order to speed time to market of its industry-specific application and to gather from Accenture’s experience on eCRM in markets, such as financial services, high technology, telecommunications and healthcare.