CRM Magazine Honors Kanisa with Service Leader Awards in Workforce Optimization and Self Service Software Categories.Business Editors CUPERTINO, Calif.--(BUSINESS WIRE)--Feb. 20, 2004 Kanisa's Advanced Service Resolution Applications for Contact Centers and Self Service Recognized for Technological Superiority Kanisa Inc., a leading provider of knowledge-empowered customer service applications, today announced it has been selected by CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. magazine for its excellence in providing workforce optimization optimization Field of applied mathematics whose principles and methods are used to solve quantitative problems in disciplines including physics, biology, engineering, and economics. and self-service applications A software application that allows a user to obtain information or complete a business transaction on the computer that has traditionally required the help of a human representative. Voice response systems and Web sites are widely used for self-service applications. See kiosk. . In addition to being recognized for its ongoing leadership in self-service, Kanisa was honored hon·or n. 1. High respect, as that shown for special merit; esteem: the honor shown to a Nobel laureate. 2. a. Good name; reputation. b. for its success in providing workforce optimization. The Workforce Optimization award is further recognition that Kanisa Support Center, the company's service resolution application for contact centers, delivers a dramatic improvement over traditional knowledge bases in increasing agent productivity and customer satisfaction. "Kanisa is a clear leader in its market with a fast-growing customer base and a comprehensive application suite for knowledge-empowered customer service," said CRM's Editor-In-Chief, Ginger ginger, common name for members of the Zingiberaceae, a family of tropical and subtropical perennial herbs, chiefly of Indomalaysia. The aromatic oils of many are used in making condiments, perfumes, and medicines, especially stimulants and preparations to ease Conlon. "CRM magazine's recognition of Kanisa as a service leader delivering significant value for companies' workforce optimization and Web self-service initiatives complements the terrific success the company experienced in 2003." CRM magazine's 2004 Service Awards pay tribute to the top vendors in the customer service industry across a number of categories including computer telephony integration Computer Telephony Integration - Computer Telephone Integration , interactive voice response, quality monitoring, universal desktop application, Web self-help Redressing or preventing wrongs by one's own action Without Recourse to legal proceedings. Self-help is a term in the law that describes corrective or preventive measures taken by a private citizen. , workforce management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. , and workforce optimization. The leaders were selected based on weighted criteria, including market share, revenue, revenue growth, and reputation for customer satisfaction. "With a sharp focus on the business value customer service can deliver to companies, Kanisa continues to invest in the automation of the service resolution process. We are consistently delighted by the outstanding return on investment that our customers report," 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. "CRM magazine's recognition of Kanisa as a workforce optimization and self-service leader is a tribute to the success of our customers and the gifted employees that maintain Kanisa's leadership position in the market." Released in August 2003, Kanisa5 increases agent productivity, reduces call escalations, and improves online self-service for Kanisa's growing customer base. A complete suite of knowledge-empowered customer service applications, Kanisa5 automates the problem resolution process for both support analysts and end users. With Kanisa Support Center, support analysts have a comprehensive tool set including diagnostic search, interview scripts, collaboration and pre-populated case notes for resolving customer problems. Unlike knowledge management tools such as knowledge bases and search products, Kanisa Support Center delivers the complete functionality support analysts demand to solve customer problems. Kanisa Support Site provides a guided search experience for customers who prefer to help themselves online. With millions of users demanding the flexibility to ask questions and get answers on their own time frame, Support Site enables companies to provide an easy-to-use guided search experience. About Kanisa5 Kanisa5 is a complete suite of knowledge-empowered customer service applications that automate To turn a set of manual steps into an operation that goes by itself. See automation. the problem resolution process and make it easy for customers to find information. Kanisa5 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 Kanisa Kanisa is the leading provider of knowledge-empowered customer service applications that drive efficiency, revenue, and customer satisfaction. Kanisa applies knowledge to optimize optimize - optimisation customer-facing business processes in support centers, service portals, and web sites. Industry-leaders including Nationwide, Microsoft, HP, Ford and Novartis rely on Kanisa applications to deliver world-class customer service. Kanisa is headquartered in Cupertino, CA. |
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