IQ 9.1 Release Features Enhanced Workflow, Translation and Revision Management Capabilities
MENLO PARK, Calif. – April 18, 2006 – KANA Software, Inc. (Pinksheets: KANA.PK), a world leader in multi-channel customer service, today announced significant enhancements to KANA IQ, the company’s award-winning solution for enterprise knowledge management and customer service optimization. KANA IQ 9.1 features new workflow capabilities for managing the process of translating and maintaining knowledge-base content in multiple languages. The software also offers new knowledge base revision management capabilities – a feature of particular importance to any government regulated industry. The new enhancements enable organizations to arm agents with the most current knowledge in order to provide superior, individualized customer service without incurring more cost.
KANA IQ delivers a guided knowledge approach that dramatically reduces the time it takes to answer inquiries. The solution delivers on-demand advice that intelligently guides agents through the process of diagnosing the inquiry and determining the right answer. This enhanced version makes it easier to produce and manage content through efficient workflow processes, providing greater visibility and control over language translation. For example, if a user edits content in the French edition of the knowledge base, his counterparts in other countries are notified that the new content needs to be translated or updated in the German, Japanese and Korean versions. This unprecedented level of translation support ensures consistency of responses to customer queries worldwide.
�In the global knowledge economy, it is essential that companies, as well as their customers, partners and suppliers, have access to current, accurate and localized information,� said Jonathan B. Spira, CEO and chief analyst at Basex, and author of Managing the Knowledge Workforce. �Products such as KANA IQ provide the tools companies need to keep access to this information open, thereby allowing them to compete successfully in the information age.�
Publicly traded companies are under immense pressure to comply with new regulatory requirements. With this release, KANA has delivered powerful auditing capabilities through revision management of knowledge bases to meet those new, demanding requirements. Organizations subject to Sarbanes-Oxley and other government regulations may need to verify to auditors what the response to a certain scenario was at a given period of time. Documenting changes can be difficult for certain mediums such as knowledge bases, which tend to change on a regular basis. The latest version of KANA IQ makes it easy to validate what knowledge base content existed at any point in time. Organizations can save and compare versions of their knowledge base from different time periods. Changes are highlighted and the object history is preserved as documentation in case of litigation or regulatory review.
“We are excited to enhance our industry-leading IQ product,” said Marchai Bruchey, chief marketing officer at KANA. “This is another example of how we aim to meet the needs and demands of our customers by giving them more auditing, workflow and translation capabilities. We want our customers to be able to deliver the best in customer service and with IQ, organizations can ensure both customers and agents have the knowledge they need at their fingertips.”
KANA�s new translation workflow and compliance auditing features combine with other key features such as Content Spidering, Federated Search, and WYSIWYG authoring to provide the most comprehensive Knowledge-Centered Support platform in the industry. KANA IQ 9.1 is available immediately.
KANA is a world leader in multi-channel customer service. KANA’s integrated solutions allow companies to deliver consistent, managed service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it. KANA’s clients report double-digit increases in customer satisfaction, while reducing call volumes by an average of 20%. KANA’s award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world’s largest 100 companies. For more information visit www.kana.com.