Easing e-mail woes

A new version of Kana Response, part of the company’s iCare suite, has been introduced. Response 7.5 is said to enable companies worldwide to answer inbound e-mail and Web inquiries intelligently and cost-efficiently, regardless of the language in which the e-mail was written.

The new software, says Kana, allows global enterprises to successfully manage growth in customer requests without increasing the size of their customer service departments and includes includes the following features and benefits:

• a new Web-based client enabling higher functionality, speed and ease of use without the installation requirements; and

• multi-channel service analytics for analyzing customer inquiries, evaluating performance and accuracy of the e-mail system and customer service agents;

• internationalization at the architecture level enabling a customer service representative to view and respond to multi-lingual content.