KANA and Autonomy Extend Alliance to Benefit Call Centers
September 27, 2006
KANA and Autonomy Extend Alliance to Benefit Call Centers. Check it out:KANA Software, a global multi-channel customer service provider, and Autonomy, a global infrastructure software for the enterprise company, have announced an extension to their OEM alliance. Under the agreement, KANA will deploy Autonomy’s infrastructure technology in its solutions for eService, call centers, and Web self-service solutions. As a result, KANA will be able to deliver relevant information to users in a more timely fashion that can ensure customer inquiries are resolved quickly and accurately across channels.KANA users will be provided with a breadth of functionality with Autonomy’s infrastructure software, including automatic hyperlinking of conceptually-related information as well as automatic delivery of personalized information. KANA’s multi-channel customer service solutions ensure that customers will benefit from accurate and focused answers to customer queries by using concept-based retrieval of items from the support knowledge base.Autonomy touts that it has one of the industry’s strongest OEM programs. The solution supports more than 300 third-party applications across a range of industries such as Product Lifecycle Management, Content Management, Information Security, Financial Services, Human Resources, Records Management, Compliance and eCommerce. As a strategic OEM partner, KANA is a key contributor in guiding product direction and has been a participant in the annual Autonomy OEM Advisory Board meeting for a number of years.Autonomy’s Chief Marketing Officer, Nicole, Eagan, contributed that Autonomy is pleased that KANA has chosen to continue this fruitful and longstanding relationship. This is further validation of the IDOL strategic roadmap and a real win for KANA customers as they will continue to benefit from the strength of Autonomy’s infrastructure software and Autonomy’s close partnership with KANA.As more and more call centers are moving toward technology implementations that allow for multi-channel communications for customers, the need for solutions such as those offered by KANA and Autonomy has grown. Customer service is still, and should always be, a primary focus for these organizations and constant improvements in solutions will help to ensure that the customer is satisfied with their experience.KANA and Autonomy have an already proven successful relationship and to further their alliance, they are another step closer to establishing themselves as the expected standard in the industry. A continued focus on innovation and keeping their customers’ core interests incorporated in their strategy will help to ensure long-term success.Special AttractionsWhat’s the number one VoIP conference in terms of attendance? What’s the leading VoIP expo for exhibitors in terms of lead generation? And which VoIP industry event will feature special attractions for service providers, resellers, and the enterprise and SMB market as well as an overview on the Future of IP Telephony? Answer: INTERNET TELEPHONY Conference & Expo, WEST, which runs October 10-13, 2006. See you in San Diego!Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
Related Tags: infrastructure software, internet telephony, customer service, multi channel, autonomy, Autonomy
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