TechWeb

Kana Beefs Up Hosted Call-Center Apps

Jan 25, 2007 (02:01 PM EST)

Read the Original Article at http://www.informationweek.com/news/showArticle.jhtml?articleID=197000685


Kana Software has added a knowledge-management module to its hosted call-center applications.

The Menlo Park, Calif., company also re-branded Response and Response Live, hosted services launched in 2005. They are now called Response OnDemand and Response Live OnDemand.

IQ OnDemand provides service agents with information and prescribed solutions to customer problems. The application can draw information from a variety of data stores, as needed, making a separate data store unnecessary, Scott Sieper, director of product marketing, said Thursday.

The new product's knowledge management capabilities complement Kana's other two on-demand products. Response provides the ability to send automated email responses, while Response Live OnDemand delivers online chat capabilities between agent and customer.

Kana's Web services operate within a company's Website or call-center application. "They run seamlessly," Sieper said.

The three modules are available now. The starting price is $125 a month per module.