Kana Unveils Web-Architected Service Solution.
Kana Communications, Inc., a provider of e-CRM solutions, recently unveiled Kana Service 7 EJB (Enterprise Java Beans), a Web-architected, multi-channel, enterprise customer service solution. Kana also announced enhancements to its Kana Service COM 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 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 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) solutions from Cisco Systems, providing skills-based call routing, automated screen pops and integrated communication channel management.
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|Title Annotation:||Kana Service 7|
|Publication:||Customer Interaction Solutions|
|Article Type:||Product Announcement|
|Date:||Jul 1, 2001|
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