An end-of-the year resolution

KANA has introduced Resolution, process-driven customer service software focusing on resolution within the customer support process. By enabling contact center agents to resolve customer inquiries faster, more accurately and consistently across service channels, the company claims, the solution reduces service costs, improves customer satisfaction and increases revenue opportunities.

Integrating with KANA Response and KANA IQ, Resolution is designed to enable complete knowledge-powered self- and agent-assisted service. The company believes the new offering increases agent productivity and improves the delivery of service by leveraging knowledge and intelligence to automatically provide agents with the information required to resolve customer requests, increasing first-call resolution rates and decreasing call handling times. Further, the company says, KANA Resolution guides the agent through the customer service interaction, suggesting appropriate treatments and providing cross- and up-sell recommendations to drive additional revenue in the contact center.

KANA reports Resolution offers seven specific, pre-built adapters enabling integration with call center applications such as Siebel, Clarify, PeopleSoft and SAP.