Contact Center -- E-mail response
Gold Award:
Kana Response 8.0
E-mail response is a critical aspect of a contact center's communications. How and when you respond to an e-mail can make or break a customer relationship as well as ease your agents' load. When an e-mail goes unanswered or is answered incorrectly, a customer is likely to go rushing to their phone -- costing you more time and money. With ubiquitous use of e-mail, installing the right response technology to help is just common sense.
Among this year's submissions, Kana's Response 8.0 stood out as a leader in helping companies manage and respond to customer e-mails. Our judges chose Kana as this year's winner for its "compelling functionality, knowledgebase integration and security features." Available in both a hosted and on-premise version, Kana can meet the demands of both mid-market and larger enterprises.
Kana Response 8.0 is capable of handling up to 500,000 e-mails a day, in virtually any language. Moreover, Kana's Response recently unveiled its Active Framework, which brings a rules-based desktop integration framework and automatically pulls customer information in real-time from any data source. Response also provides knowledge management capabilities to agents, so they can access the information needed to answer e-mail queries immediately. This includes address book sorting, professional rich text e-mail templates, efficient WYSIWYG authoring, advanced external content and integrated desktop search capabilities.
Pricing for Kana Response 8.0 starts at $25,000.