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KANA Response

KANA Response
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KANA Response

Kana Email Response Management

Intelligent message handling and scripted answers let you respond faster to customers, using less of your agents' time. KANA's  Email Response Management system is designed to handle exponential increases in customer inquiries, protecting you from backlogs of unanswered requests and unhappy customers.

Personalized, High Volume Customer Service

KANA's Email Response Management solution is proven to increase the productivity of your agents by up to 75%. That's because KANA offers the only email and web form management solution that fully automates the process of capturing, documenting, interpreting, routing and prescribing answers.

Unlike traditional customer service solutions, which are not designed to handle exponential increases in email inquiries, KANA's Email Response solution protects you from backlogs of unanswered requests, missed service levels and unhappy customers.

Use KANA's Email Response solution to provide superior email service while containing costs.

  • Exceed service levels with intelligent message handling and automatically prescribed and scripted answers
  • Respond to your customers faster and more consistently, with less agent training, through an extensive set of productivity tools and integration with knowledge management
  • Keep sensitive interactions confidential with Secure Messaging
  • Improve contact center performance with comprehensive and flexible reporting
  • Easily handle long-term growth and spikes in email volume with a system proven to scale reliably to thousands of concurrent users and millions of simultaneous interactions

Features

Automated Message Handling

KANA's Email Response Management solution uses configurable rules to interpret the content of messages and determine customer intent. It then uses the appropriate templates to automatically send personalized acknowledgements and replies. It then intelligently routes messages to the right department, priority, language and skill-based queues. Finally, it automatically suggests fully scripted answers to reduce the time agents need to generate a response.

High-performance Desktop

KANA's Email Response solution includes a broad range of tools to boost agent productivity, including populating outgoing emails with most the likely solution, pre-filling replies that include context-specific customer data from your back-end systems, canned phrase selection, user-defined hotkeys and a universal history that maintains the context of the service interactions across channels.

Integrated Knowledge

Your agents can include rich content, intelligent media and step-by-step instructions. This approach directs your customers to comprehensive answers while cutting response time, ensuring accuracy, improving first contact resolution rates and, at the same time, encouraging them to use self-service options in the future.

Secure Messaging

Secure Messaging enhances KANA's Email Response solution by integrating with a secure Web portal. This lets you conduct confidential communications without the need for cumbersome encryption/decryption applications. Secure Messaging uses standard emails that include hyperlinks to a secure portal where confidential information is delivered after the recipient has been authenticated. Because information is safeguarded on the portal, customers can be sure their information is protected, encouraging them to use more cost-effective, always available e-channels for sensitive interactions.

Advanced Security

Advanced security capabilities within KANA's Email Response solution allow you to pass PCI (Payment Card Industry) security audits. You can choose to encrypt data at rest, within your database, as well as turn on SSL communication between the nodes in a Response network to secure data in transit. AES-128 Top Secret encryption algorithms coupled with audit trails and custom role definitions ensure that your agents are only able to access the information that appropriate to them.

Performance Monitoring

An easy to understand dashboard lets you spot queue trouble spots in real time, so supervisors can take action in time to affect the outcome — and your KPIs. Department managers can fine-tune your email service with over 100 real-time and operational reports.

Enterprise Architecture

KANA's Email Response Management Software  has been proven to manage up to ten million emails a month. A multi-tenant architecture lets you use a single installation to support many lines of business and dispersed service operations. Queues, routing, business rules, auto-acknowledgements, reply templates and reporting can be customized for each business unit. This approach also lets you quickly introduce new lines of business.

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