AmSouth Selects Kanisa to Optimize Customer Service; Large Retail Bank in the Southeast Joins Financial Services Leaders that Rely on Kanisa for Service Resolution Management.CUPERTINO, Calif. -- Kanisa Inc., the leading provider of service resolution management applications, today announced that AmSouth has licensed Kanisa Support Center from the award winning Kanisa6 Suite. AmSouth, a leader among banks in the Southeast with $50 billion in assets, has deployed Kanisa Support Center to automate To turn a set of manual steps into an operation that goes by itself. See automation. the service resolution process for its 450 support agents. "We chose Kanisa because it offered the most complete solution for our agents. The combination of Kanisa's easy-to-use guided search capabilities and flexible authoring made it the logical choice for AmSouth," said Vicki Yackel, vice president of TeleBanking Services for AmSouth."With Kanisa, we expect to increase first call resolution, create consistency in our knowledge base and make our agents far more effective." With multiple domestic support centers, AmSouth needed an efficient way to organize old content and author new content without the redundancies and silos of traditional knowledge bases. Kanisa's diagnostic search powers AmSouth's agent portal, providing complete and effective functionality for service resolution. Kanisa's universal knowledge management platform puts all information agents need into one interface that pulls answers from anywhere in the enterprise regardless of format. This translates into more effective agents and more satisfied customers. AmSouth turned to eVergance, a leading CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. management and systems integration firm, to implement Kanisa Support Center. Using its best practice methodology, eVergance worked closely with AmSouth to implement the solution in record time. This speed of implementation combined with an astute as·tute adj. Having or showing shrewdness and discernment, especially with respect to one's own concerns. See Synonyms at shrewd. [Latin ast attention to detail made eVergance the ideal partner. "As a retail bank that is particularly focused on customer service and satisfaction, AmSouth's investment in service resolution management is a logical next step. The company's commitment to customer service is a testament to its sustained leadership in the market," said Bruce Armstrong Bruce Charles Armstrong (born September 7, 1965) is a former offensive tackle in the National Football League from 1987 to 2000, playing all fourteen seasons with the New England Patriots. , CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of Kanisa. "We are delighted to partner with another leader in the financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. industry. AmSouth's call center environment is a perfect example of where our applications truly deliver results." About Kanisa6 Kanisa6 is a complete suite of knowledge-empowered customer service applications that automate the problem resolution process and make it easy for customers to find information. Kanisa6 includes the following applications: --Kanisa Support Center: helps support analysts with each step of the resolution process --Kanisa Support Site: empowers customers with knowledge to help them avoid and solve problems themselves --Kanisa Expert Forums: enables customers to help each other while providing the support team with valuable feedback --Kanisa Site Search: understands customers in their own words to guide them to the most appropriate sales, marketing, or customer service resources About Amsouth AmSouth is a regional bank holding company with $50 billion in assets, more than 670 branch banking offices and over 1,200 ATMs. AmSouth operates in Tennessee Tennessee, state, United States Tennessee (tĕn`əsē', tĕn'əsē`), state in the south-central United States. , Alabama Alabama, indigenous people of North America Alabama (ăləbăm`ə), indigenous people of North America whose language belongs to the Muskogean branch of the Hokan-Siouan linguistic stock (see Native American languages). , Florida, Mississippi, Louisiana and Georgia. AmSouth is a leader among regional banks in the Southeast in several key business segments, including consumer and commercial banking, small business banking, mortgage lending, equipment leasing Equipment Leasing is a financing option to lease equipment for a certain amount of time. Leasing Benefits
annuity Payment made at a fixed interval. A common example is the payment received by retirees from their pension plan. There are two main classes of annuities: annuities certain and contingent annuities. and mutual fund sales, and trust and investment management services. AmSouth also offers a complete line of banking products and services at its web site, www.amsouth.com. About Kanisa Kanisa is the leading provider of service resolution management applications that drive efficiency, revenue and customer satisfaction. Its industry-leading suite of knowledge-empowered customer service applications automates the resolution process across multiple channels including contact centers, service portals, and web sites. Industry-leaders including Novell, Merrill Lynch Merrill Lynch & Co., Inc. (NYSE: MER TYO: 8675 ), through its subsidiaries and affiliates, provides capital markets services, investment banking and advisory services, wealth management, asset management, insurance, banking and related products and services on a global basis. , McAfee, Sprint, Ford, Wachovia and Novartis rely on Kanisa applications to deliver world-class customer service. Kanisa is headquartered in Cupertino, CA. For more information, please visit www.kanisa.com. |
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