KANA announced the availability of KANA IQ 8, an application for enterprise knowledge management and service optimisation. KANA IQ is aimed at customer service by providing quicker request resolution. The tool is optimised for specific vertical markets including high technology, telecommunications, financial services, government and healthcare. The KANA IQ 8 application can understand and react to the context of a request and automatically respond with the best service and guidance for rapid request resolution.
“First generation service knowledge bases, designed to supply generic service responses, are no longer capable of satisfying the demands of increasingly sophisticated customers,” said Tim Hickernell, vice president, META Group. “Vertical knowledge tools can provide customers with answers that are more relevant and also reduce the effort required for companies to categorise knowledge articles within a unique, industry taxonomy.”
KANA IQ 8 integrates with KANA Service and third party call centre applications. Available on both J2EE and .Net platforms, KANA IQ 8 key features include:
· Integration with call centre applications for resolution management;
· Multiple language capabilities supporting 10 languages, including double byte character sets
· Authoring and workflow management tools;
· Learning algorithm that dynamically scores and ranks answers by popularity score based on user feedback;
· Role-based users and custom templates;
· The ability to mix and match multiple, interactive retrieval methods to narrow down options and pinpoint the right answer;
· Automated, best-practice workflows to move contributions efficiently and consistently through the creation, review and publication cycle;
· Permission levels applied to knowledge base entries to screen selected information from unauthorised access;
· Escalations from self-service to assisted service applications, such as KANA Service and KANA Response applications or other call centre applications.
2003-09-23
Em Foco – Produto