KANA provides new e-mail response management application.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., which provides service resolution management solutions, has enhanced its e-mail response management A set of applications for managing large amounts of e-mail from customers and prospects. Such systems distribute the messages to appropriate users and agents and keep track of their responses to ensure requests are answered. They also provide detailed metrics of message volume and response times. application, KANA Response, which allows companies to manage and respond to all e-mail inquiries. [ILLUSTRATION OMITTED] With the newly unveiled Active Framework, customer information is pulled automatically in real-time 1. real-time - Describes an application which requires a program to respond to stimuli within some small upper limit of response time (typically milli- or microseconds). Process control at a chemical plant is the classic example. from any data source, including KANA's knowledge base application, KANA IQ. The latest version also includes increased security layers as well as agent management and monitoring tools. KANA Response is designed to handle up to 500,000 e-mails, in virtually any language, every day. With KANA Active Framework, a rules-based desktop integration framework, Response automatically pulls data from multiple back-office systems, based on keywords Keywords are the words that are used to reveal the internal structure of an author's reasoning. While they are used primarily for rhetoric, they are also used in a strictly grammatical sense for structural composition, reasoning, and comprehension. in customer e-mails, to automate To turn a set of manual steps into an operation that goes by itself. See automation. the resolution of transactional inquiries, including questions regarding order status, shipping and billing. www.kana.com |
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