Kanisa announces availability of Kanisa5.Kanisa Inc., a provider of knowledge-empowered customer service applications, has announced the general availability of Kanisa5, the newest version of the company's application suite designed to increase agent productivity, reduce incident volume and improve satisfaction. The Kanisa5 release is highlighted by due new release of Kanisa Support Center, an agent-facing application used by customer support centers to rapidly solve problems, reduce escalations and increase agent effectiveness. Kanisa Support Center integrates comprehensive resolution functionality, applies 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. to the entire resolution process and leverages a unified knowledge management platform. It provides comprehensive problem resolution functionality and features one-click CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. data access, which integrates out-of-the-box with major CRM applications; guided search, which guides the support analyst to the most appropriate information for diagnosis and problem resolution; interview scripting, designed to drive a consistent customer support experience; structured collaboration Working together on a project. See collaborative software. , which can help analysts locate experts, work with them to solve customer problems and capture their expertise for reuse reuse - Using code developed for one application program in another application. Traditionally achieved using program libraries. Object-oriented programming offers reusability of code via its techniques of inheritance and genericity. ; automated au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. response templates to speed and manage customer interactions; intuitive knowledge authoring to simplify knowledge capture and accelerate knowledge transfer with an easy-to-use interface, flexible templates, content auto-ragging and simple publication processes; pre-populated case notes to capture the details of each customer interaction in the CRM system; root cause analytics to drive product improvements by continuously understanding what and why incidents are happening; and training analytics to improve workforce management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. by identifying training needs of agents by products, issues and other variables. Kanisa Support Center features the Kanisa Resolution Flow engine, a workflow and business rules engine that guides support analysts through an optimized resolution process. www.kanisa.com [ILLUSTRATION OMITTED] |
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