Industry Leaders, Such as gem and Creative, Provide Exemplary Web, Email and Telephone Support to Customers Internationally
MENLO PARK, Calif. – February 6, 2006 – KANA Software, Inc. (Pinksheets: KANA.PK), a leading provider of service resolution management (SRM) solutions, today announced that companies are leveraging KANA�s multi-lingual, multi-channel customer service solutions to service an increasingly global customer base. Through their use of KANA Response, KANA�s industry-leading email response management application, and KANA IQ, its award-winning knowledge base for self- and assisted-service, leading organizations are providing an outstanding customer experience in dozens of languages, both on the Web and in the contact center.
In a December 2005 Forrester Research report entitled �European eService Trends: Automating �Middle Office� Processes,� analyst John Ragsdale states: �As consumer adoption of Web self-service and non-phone channels continue to rise, it becomes more important to provide an excellent, seamless customer experience across channels.� Mr. Ragsdale goes on to state that �companies should evaluate the language preferences of their customers and work toward offering full multi-channel support for key languages.�
KANA provides a suite of customer service solutions that enable global organizations to deliver high-volume, multi-lingual support across multiple channels, including the Web, email and telephone. Designed to handle more than 500,000 emails every day in virtually any language, KANA Response includes powerful language detection capabilities that automatically route each incoming email to the agent best equipped to respond in the same language. KANA Response also features dictionary (spell check), right to left character and localized user interface support, ensuring true multi-lingual customer service. In addition, KANA IQ empowers multi-lingual agent-assisted and self-service with advanced natural language processing in over 20 languages, including double byte languages, such as Hebrew, Korean, Japanese and Chinese; lexicon-based user interface elements to facilitate localization; and Unicode support to enable text search in any language.
KANA recently announced that gem, a provider of multi-channel, multi-lingual contact center services, is leveraging KANA Response to manage up to 500,000 emails from 22 countries each day. Gem agents make extensive use of KANA Response�s multi-lingual functionality to quality check the language of each email before it is sent out. Another customer, Creative, the world leader in digital entertainment products, is using KANA Response and KANA IQ to provide customer support in 20 languages across multiple channels. With KANA, Creative has been able to provide truly international customer service with self-service knowledge bases in English, French, Italian, Spanish and German, and the company plans to introduce Asian languages as well.
�With customer churn at the forefront of everyone�s thoughts, guaranteeing absolute customer satisfaction is critical to ongoing success and business growth,� said Marchai Bruchey, chief marketing officer at KANA. �KANA�s customer service solutions significantly enhance the customer experience by enabling immediate and accurate responses� regardless of whether a customer sent an email in German or accessed a knowledge base in Portuguese.�
KANA is a leading provider of Service Resolution Management (SRM) solutions that improve customer satisfaction, reduce service costs, and increase revenues. KANA�s award-winning suite of customer service solutions for assisted, self, and proactive service enables companies to resolve customer requests quickly and accurately across multiple channels. Built on the industry�s most advanced web architecture, KANA�s solutions are in use at more than half of the world�s largest 100 companies. For more information visit www.kana.com.