Kana taps IBM
Kana has released its Contact Center software for IBM’s WebSphere Application Server. Kana says the offering takes full advantage of WebSphere’s application services, including capabilities for transaction management, availability, security, performance and scalability while reducing the costs of maintenance and ownership in the contact center.
Kana explains its Contact Center is a multi-channel customer service application for contact centers that provides request management, solution publishing, self-service capabilities and extranet workflow.
Kana claims its iCare suite of modular eCRM solutions enables enterprises to establish contact centers that can scale to support growing numbers of agents, users and partners and increase interaction without affecting response time.