Upping the ante for customer engagement

KANA, a Verint company, has introduced a significant new release of KANA Enterprise, which includes enhancements designed to drive customer engagement center effectiveness, employee collaboration and productivity, and responsiveness to rising customer demands, KANA reports.

KANA Enterprise now provides improvements to managing, monitoring and optimizing interactions and contact center resources, dynamic case management that reduces employee effort by displaying information concisely and employee collaboration through peer-to-peer learning.

The new release is the first KANA Enterprise product introduction to follow the acquisition of KANA Software by Verint earlier this year. These advancements mark a milestone in the combined enterprise workforce optimization and omnichannel customer service solutions roadmap, bringing even greater value to organizations and reinforcing Verint’s focus on offering a broader customer engagement optimization solution, all from a single provider.

The companies say new knowledge management features complement Verint Workforce Optimization strengths to help improve employee productivity by keeping employees and customers—via self-service channels—educated and apprised of the latest information updates. Dynamic case management enhancements streamline customer service interactions to help reduce employee effort by presenting clear paths to expedite complex issue resolution.

Further, says KANA, Web self-service and secure messaging capabilities are designed for organizations to address digital customer engagement challenges to realize greater returns on “digital first” channel shift initiatives, and empower customers to serve themselves 24/7 via any computer or smart device.

Also new are chat and co-browse (secure screen sharing) capabilities that help organizations support customer online experiences, minimizing the risk of Web page abandonment and maximizing the likeliness of completing a sale or upsell opportunities by presenting the information onscreen that agents and customers require.

Further, KANA has introduced Activity Streams to help foster peer-to-peer learning and response accuracy to customer inquiries and issues. Activity Streams enable organizations to bring staff together virtually to address and resolve customer issues, and even tap into resources that are not directly engaged in specific customer interactions. With these features come heightened employee engagement, additional learning and development capabilities, and better responsiveness to customers.

Additional new features in the areas of business configuration and dashboards help increase business agility and visibility, giving organizations robust tools to monitor, manage and uncover actionable insights to fine-tune customer engagement strategies and resource allocations. Other administrative tools address reducing implementation time and upfront costs, as well as overall total cost of ownership, says KANA.