KANA updates e-mail response management.KANA, a provider of service resolution management (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. ) solutions, has announced an updated version of KANA Response, the company's 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. solution. The enhancements include multilingual mul·ti·lin·gual adj. 1. Of, including, or expressed in several languages: a multilingual dictionary. 2. capabilities, outbound out·bound adj. Outward bound; headed away: outbound trains. Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" rules and workflow The automatic routing of documents to the users responsible for working on them. Workflow is concerned with providing the information required to support each step of the business cycle. replication, each of which is designed to improve customer service levels at reduced overall costs. Integrated with KANA IQ, the company's knowledge base solution for self-service and assisted service, KANA Response allows companies to manage and handle all e-mail inquiries while also being scalable to meet changing needs. Also, KANA Response is designed to handle up to 100,000 e-mail messages, in virtually any language, every day. The new product aims to ensure consistency in responding to customer inquiries, and to guarantee the most urgent inquiries are quickly handled and resolved. KANA Response typically enables organizations to resolve customer inquiries received via e-mail within a few hours, as opposed to several days. The new version of KANA Response includes the following enhancements: automatic language identification; outbound rules; and replication. The new version of KANA Response is available immediately. www.kana.com |
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