KANA announces midmarket SRM Express, IQ for External Content Search, Enterico partnership.Service resolution management solutions provider KANA Software Kana Software, Inc., usually rendered KANA (NASDAQ: KANA) is a software company, located in Menlo Park, California. It was founded in 1996 by Mark Gainey as Kana Communications. KANA's current CEO and chairman of the board is Michael Fields. , Inc. has announced its new solution set for the midmarket as well as a new partnership with Enterico, an IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) value-added solution reseller division of Continental Resources Inc. [ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] KANA's new SRM (1) (Storage Resource Management) The management of the storage resources in an organization in order to avoid duplication of files and to determine space utilization across all servers. Express Suite of solutions is designed to offer midmarket companies the ability to improve customer service and satisfaction rates while reducing costs. The company has also announced the availability of KANA IQ External Content Search (ECS See eComStation. ), an additional option for customers using the company's KANA IQ solution for enterprise knowledge management and customer service optimization. KANA IQ ECS allows customer service agents to discover and create new content by automatically "crawling" through content stores, identifying content and making it easily searchable. The solution leverages retrieval methods such as category search, parametric search and taxonomy search to find key information. This results in faster and more accurate resolution of customer inquiries while reducing contact center costs. Through its channel partner program, KANA leverages its partners for their industry experience and expertise. Companies of this size traditionally have between five and 50 agents focused on handling e-mail and online service requests. More than half of consumers (54.3 percent) use e-mail to contact customer service, with 6.3 percent doing it at least once per week, according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Forrester Research Forrester Research is an independent technology and market research company that provides its clients with advice about technology's impact on business and consumers. Corporate facts
www.kana.com www.enterico.com |
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