Kana Software Inc. added another application to its iCare suite Monday when Kana Response 8 joined Contact Center and IQ in the J2EE platform.
Response, an e-mail response management system, was developed with Kana's outsourcing partner in India, HCL Technologies Ltd.
Response embeds secure messaging capabilities into support organizations in vertical industries such as health care, telecommunications and financial services, the company said. Additionally, it leverages new rules and queing engines for automatically classifying e-mails to the appropriate agent. Kana said Response also delivers resolution management controls, provides international support, and offers multi-channel analytics for analyzing customer inquiries, evaluating performance of the e-mail system and agents, and identifying trends.