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KANA Response Selected for Integration into Gem Contact Center Services
TMCnet Communications and Broadband Columnist
KANA Software has been selected to partner with gem in its contact center services. Gem, a Northern-Ireland based provider of multi-channel, multi-lingual contact center services to global organizations, is implementing KANA Response from KANA Software, a provider of Service Resolution Management (SRM) solutions.
KANA Response is an email response management application that will assist gem in handling its ever increasing volumes of email, up to 500,000 per day from 22 countries. Since the implementation of KANA’s technology, response capabilities have increased by 40 percent.
Gavin McGoldrick, Technology Director at gem noted that the company bombarded KANA Response with emails during the testing phase and it quickly became apparent that the system could easily manage any seasonal volume spikes, such as the Christmas period. With the level of performance and extensive response automation, McGoldrick felt that KANA Response delivered the wow factor that gem was looking for.
KANA Response is able to generate automated replies to emails based on content. Its workflow capabilities can ensure quality and approval of each response. As a result, gem is able to exceed service agreements for email response and provide the best in customer service.
Through KANA Response’s extensive automation functionality, agents are free to handle more complicated calls into the contact center instead of referring these calls directly to clients.
According to Marchai Bruchey, SVP of Marketing and Alliances at KANA, the KANA Response enables gem to tailor its operations to meet the best practices of each client it supports.
With each client possessing its own service guarantees, working processes and reporting needs, gem’s management must be able to satisfy each of the requirements while delivering great service. Bruchey noted that gem exemplifies KANA’s potential to transform customer service operations.
Providing outsourced customer support for clients in the banking, travel and tourism, retail and high tech manufacturing industries, gem has been named “Best European Multimedia Contact Centre” in the European Call Centre Awards. The company specializes in European language support and resolving complex inquiries while relying heavily on technology to support its contact center teams.
Headquartered in Menlo Park, California, KANA has been providing SRM solutions that improve customer satisfaction, reduce service costs and increase revenues since 1996. KANA is a publicly traded company and has become the fastest-growing provider of SRM technology.
In order to make call center and contact centers efficient and competitive, they have to be able to meet the needs of their clients. These needs are ever increasing as demands fluctuate due to the continuous increase in call and email volume. KANA Response is positioned to provide gem with powerful software that if it performs as promised could strengthen its position for attaining new business. KANA stands to gain significant advantage from partnering with gem. Once implemented and performance is proven, KANA will certainly be able to increase its position globally as a top SRM provider.
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