KANA Software has introduced a new release of its 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.
The new KANA Enterprise multilingual knowledge management feature helps agents provide the same level of support to customers worldwide with appropriate translations, language switching and multilanguage searching. Enhanced reporting infrastructure allows 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.
The latest KANA Enterprise release also offers functionality to address the needs of business and technical administrators who are responsible for managing customer support strategies and for achieving substantial return on technology investments. Administrators and authors can easily repurpose content in multiple documents to affordably ensure consistent knowledge sharing. An enhanced administration interface supports easier and faster KANA Enterprise implementations, and simple design tools give end users more power to modify business objects and advance workflow as needed.
"KANA Enterprise debuted in April as the industry's first unified platform supporting both agent-based and self-service capabilities for seamless customer service across the phone, email, Web, mobile, chat and social channels," said James Norwood, CMO, KANA, in a statement. "Since then, we've seen significant demand from both new and existing customers to deploy its advanced customer engagement capabilities -- many of those being large multinational organizations with far-reaching customer service operations that span multiple countries with the need to support many different languages. We're introducing new enhancements aimed at improving the cost to serve and ease of operation to enable even faster and higher return on investment for our B2B and B2C clients."