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View From The Top: Kanisa/Serviceware, Bruce Armstrong, CEO

ServiceWare + Kanisa = The New KM Leader

Research from the Service and Support Professionals Association shows that 82% or more of the cost of delivering service comes from actually resolving issues—not incident management or contact routing. Yet, while most agents have sophisticated, integrated CRM and telephony applications, their knowledge or search tools are disconnected and siloed.

ServiceWare and Kanisa led the development of a new class of software called Service Resolution Management (SRM) that, for the first time, implements a defined process for service resolution optimized for the specifics of each customer issue.

With complementary patented technology, strong market positions, and over 170 joint customers, ServiceWare and Kanisa have joined forces to create the dominant vendor in Service Resolution Management. ServiceWare and Kanisa are the choice of industry leaders including Microsoft, Cingular Wireless, Merrill Lynch, H&R Block, and Novell.

ServiceWare is a recognized leader in KM systems that improve customer service and help desk operations. Its adaptive, knowledge-powered solutions built on a patented, self-learning Cognitive Processor allow agents and customers to easily capture and access knowledge.

Kanisa is a recognized leader in SRM. Gartner has given Kanisa its highest score for self-service for two years running, and has ranked its patented search capabilities as "Visionary" in the Enterprise Search Magic Quadrant. Kanisa's Resolution Flow process engine guides users step-by-step through the optimal resolution process.

With complementary application strengths, a strong track record of customer success, and industry-leading innovation, ServiceWare and Kanisa have created the new KM leader.



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