KANA, a provider of knowledge-powered CRM applications, announced the availability of KANA Response 8 software, a solution for e-mail response management. KANA Response 8 joins KANA Contact Center and KANA IQ as applications within the KANA iCARE suite that are available on the J2EE platform. Response 8 is optimised to support a number of vertical industries, including healthcare, telecommunications and financial services.
KANA Response provides agent-assisted service with high volume, automated e-mail response, web forms and instant messaging request management. The solution’s reporting features allow businesses to categorise and report the most frequently asked consumer service inquiries.