Kana Unveils Web-Architected Service Solution.
Kana Communications, Inc., a provider of e-CRM solutions, recently
unveiled Kana Service 7 EJB (Enterprise JavaBeans) A software component in Sun's J2EE platform, which provides a pure Java environment for developing and running distributed applications. EJBs are written as software modules that contain the business logic of the application. (Enterprise Java Beans), a Web-architected,
multi-channel, enterprise customer service solution. Kana also announced
enhancements to its Kana Service COM (1) (Computer Output Microfilm) Creating microfilm or microfiche from the computer. A COM machine receives print-image output from the computer either online or via tape or disk and creates a film image of each page. offering. Kana's service
solutions are designed to enable call centers to transition into
revenue-generating contact centers by efficiently managing growing call
volume, effectively handling complex queries and blending communication
channels for customer interactions. Kana Service 7 EJB is a
Web-architected service solution built from scratch on a Java
architecture to support self, proactive and assisted service,
comprehensive call management, computer-telephony integration and
integrated knowledge and case management. The contact center solution is
built upon Web standards that allow companies to integrate data,
applications and processes faster and with improved flexibility,
reliability and scalability than traditional client/server CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. offerings. Organizations can leverage EJB technology to deploy a
thin-client-based service solution to consolidate all customer, partner
and employee interactions from various communication channels --
including phone, e-mail and the Web -- in a complete eCRM system. Kana
Service 7 EJB can manage more than two million interactions per day,
with less than one-second response times and horizontal scalability. It
uses application server platforms including 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) WebSphere and BEA
WebLogic. Enterprises can incorporate their e-commerce activities with
their contact center operation for improved service and greater revenue
opportunities. Additionally, Kana Service 7 EJB is integrated with
computer-telephony integration (CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. ) solutions from Cisco Systems,
providing skills-based call routing A call center feature that switches the call to the agent most capable of helping the caller at that moment. The caller is identified by Caller ID or voice response and matched against a caller database. , automated screen pops and
integrated communication channel management.
COPYRIGHT 2001 Technology Marketing Corporation
No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 2001, Gale Group. All rights reserved. Gale Group is a Thomson Corporation Company.
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