Desktop search for contact centers

KANA has announced Agent Desktop Search, which enables integration between its contact center knowledgebase, Agent IQ, and leading desktop search applications. Additionally, says the company, agents can publish new data directly to the knowledgebase with the click of a button.

KANA Agent Desktop Search includes:

• access to custom documents not stored within the knowledgebase;

• publishing of information from the desktop to the knowledgebase;

• a familiar user interface for the agent; and

• faster retrieval of answers, resulting in more efficient service resolution.