KANA Software, Inc., a global leader in customer service solutions used on-premises or in the cloud by more than 900 organizations, today introduced a major new release of its powerful KANA Enterprise solution, featuring new multinational knowledge management and additional functionality designed to speed global customer service administration and further reduce the overall cost to serve.
A longtime user of KANA email and knowledge solutions, Xerox, one of the world’s most recognizable brands, plans to leverage new multilingual knowledge management capabilities within the end-to-end KANA Enterprise customer service platform.
“The Xerox Technology business is truly excited about the future of knowledge management to be achieved via the omni-channel capabilities of KANA Enterprise,” said Barry Tisdale, customer contact platforms manager for Xerox. “By integrating our process, equipment and customer knowledge into all of our daily interactions, Xerox will soon be able to provide more efficient and improved customer experiences to all our global partners.”
New KANA Enterprise multilingual knowledge management helps agents provide the same level of support to customers worldwide with appropriate translations, language switching and multilanguage searching. Enhanced reporting infrastructure allows easier and faster queries and out-of-the-box reports so organizations can assess the state of individual and overall customer service initiatives, and identify opportunities for performance improvements.
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