KANA to optimize service resolution management.

KANA, a provider of service resolution management (SRM) solutions, has announced the availability of KANA Resolution, a process-driven customer service solution exclusively focused on optimizing the resolution process. KANA Resolution can reduce service costs, improve customer satisfaction and increase revenue opportunities by enabling contact center agents to solve customer inquiries faster, more accurately and consistently across service channels.

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KANA Resolution is intended to improve the delivery of service by leveraging intelligence to automatically provide agents with the information and process required to resolve customer requests, thus reducing first-call resolution rates and decreasing call handling times. Built on KANA's architecture, the solution provides deep enterprise application integration (EAI) support. This EAI support brings real-time enterprise information, such as customer history, shipping or billing information, into a single integrated view.

The agent is guided through the resolution process, creating a consistent and repeatable resolution environment. KANA Resolution can capture and automate contact center processes, to decrease agent-training time, call handling time and customer churn, while also increasing cross-sell and upsell opportunities.

KANA Resolution's included features:

* A Resolution desktop that augments existing service environments with an intuitive process-driven interface;

* Resolution management that guides agents through a step-by-step process to solve customer problems;

* KANA IQ integration, which provides full access to the customer knowledge database; and

* Treatments and offers to suggest appropriate customer communication, including cross-sell and upsell offers.

www.kana.com