Kanisa upgrade includes new diagnostic engine |
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By Jon Panker, SearchCRM.com News Editor
21 Jul 2003 | SearchCRM.com |
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Kanisa Inc. is out with the newest version of its software, which is designed to help agents spend less time hunting down answers to customer questions. Today, the Cupertino, Calif.-based provider of service resolution software shipped Kanisa5.
The cornerstone of the new release is the revamped Kanisa Support Center, the suite's problem-resolution component. Kanisa Resolution Flow, a workflow engine, walks agents through an optimized procedure for solving a problem. Agents can collaborate in threaded discussions, locate company experts to answer questions and automatically reply to customer e-mails.
"Without a system like this, you put pressure on the agent to figure out exactly what to use to solve a problem," said Ben Kaplan, Kanisa's vice president of marketing.
Kanisa Support Center 5.0 captures all the knowledge and allows organizations to reuse it. It also pre-populates case notes into the CRM system by integrating with applications from major providers like Siebel Systems Inc. and PeopleSoft Inc.
Another module in the suite, Kanisa Site Search, is the first component to integrate technology brought over as part of the company's $4.25 million acquisition of Jeeves Solutions, which closed last month.
In all, Kanisa5 features four modules: Support Center, Expert Forums, Support Site and Site Search. Pricing starts at $100,000 to $250,000 for each module. The entire suite sells for $400,000.
Kanisa also said that Apple Computer Inc. is installing Kanisa5 Support Center in its service centers; Network Associates is rolling out an earlier version, Kanisa4.
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