Improved e-mail solution for multichannel call centers

KANA has released a new edition of its e-mail response management solution. KANA Response 1351 includes enhancements to support first-call resolution and agent productivity, including usability enhancements within the agent desktop, improved spam handling to further reduce clutter from queues and message display enhancements.

Also new in Response 13R1 is integration with KANA Experience Analytics, which uses natural language processing to analyze the text of KANA Response e-mails. The company reports the analysis dashboard reveals information such as trends, emerging topics and customer sentiment. KANA says that by automatically discovering emerging topics in incoming e-mails, agents can respond in a more thorough and timely fashion, identify critical issues quickly and create the necessary knowledge articles or fixes to resolve issues before additional customers are affected. The Experience Analytics tool can be also used on text from other sources, including Facebook, Twitter, customer forums and chat transcripts.

The latest version of KANA Response delivers support for multilingual messages, particularly, improved Japanese language handling and the addition of Norwegian language support. Response now also handles international characters stored in AL32UTF8 and extended UTF-8 Unicode character sets.