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email response management |
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Under eService, for example, product and service categories include Web collaboration, proactive chat, email response management, agent knowledgebase, agent diagnostic tools, customer knowledgebase, customer self-service problem diagnostic/self-healing, forums and remote control/remote diagnostic/self-healing. Based on the success of this initial launch, and significant customer adoption, KANA is now bringing to market a full OnDemand suite of integrated multi-channel customer service solutions, including KANA Response OnDemand for high-volume email response management and case management; KANA Response Live OnDemand for live chat, co-browse and Web collaboration; and KANA IQ OnDemand, a knowledgebase solution for agent-assisted and Web self-service. KANA's OnDemand email response management solution will bolster Optima's ability to interact with and service members via its rapidly growing email channel. |
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