Kanisa Ships Version 6 of Powerful, Process-Driven Application Suite for Service Resolution Management
Kanisa6 Features Industry's Most Effective and Complete Self-Service Application; Only Integrated Platform to Combine KM, NLP Search and Business Process Support
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CUPERTINO, Calif.--(BUSINESS WIRE)--Aug. 2, 2004-- Kanisa Inc., the leading provider of knowledge-empowered customer service applications, today announced the general availability of Kanisa6, the newest version of Kanisa's award-winning application suite for automating the service resolution process across all channels. Proven to reduce the costs of customer service and increase customer satisfaction, Kanisa6 is highlighted by a new version of Kanisa Support Site, its next-generation self-service application which features guided business process support and seamless, multi-channel escalation. Kanisa6 also features an enhanced knowledge management and NLP search platform, an integrated version of Kanisa Expert Forums for collaborative support, and best-in-class content authoring in Kanisa Support Center.
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"Kanisa5 delivered significant business benefits for Novell's customer support organization while demonstrating a much lower TCO compared to our legacy knowledge base tool," said Mike Lyons, vice president of worldwide technical services at Novell. "We are eager to take advantage of the exciting new self-service and collaboration capabilities in Kanisa6."
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"Customer service organizations have struggled for years to automate information access with piece-part, ineffective tools such as simple search and complex authoring systems. But these stopgap measures do not include the business process support and integration capabilities needed to leverage companies' existing investments in CRM, CTI and KM systems," said Mark Angel, CTO of Kanisa. "With the introduction of Kanisa6, Kanisa delivers a process-driven application suite that intelligently guides agents and customers through every step of the resolution process.
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"Context sensitive process support is a critical component to automating service resolution across multiple channels," said Timothy Hickernell, vice president, technology research services at Meta Group. "Collaboration and resolution wizard functionality provide end users as well as agents with important capabilities to resolve customer issues more effectively."
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A groundbreaking component of the Kanisa6 application suite, Kanisa's Expert Forums deliver on the promise of communities as an integrated component of the customer support workflow across all channels. "The combination of expert forums and collaborative support extends the Customer Interaction Hub," commented Esteban Kolsky, senior research analyst at Gartner, Inc. "By improving the resolution of service requests in both self and assisted service channels, companies can more effectively meet customers' needs."
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Key functionality in Kanisa6 includes:
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Resolution Wizards for Process-driven Self-Service
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Kanisa's powerful Resolution Flow engine extends business process support across the application suite, enabling Amazon.com-like automation of the self-service process.
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-- "Resolution Wizards" guide customers to exactly the right tools, knowledge, and next steps in a web-flow triggered by the context of their query
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-- In-process transactional integration enables real-time calls at any time with external systems, including CRM, ERP, offer management, merchandizing, RMA, help desk, password reset, and others
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-- Easy-to-use web-based tools let business managers customize pre-packaged business rules
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Expert Forums Drive Call Deflection, Customer Loyalty and Insight
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Kanisa Expert Forums enables customers to assist each other in a way that is managed, optimized for service and support, and deeply integrated with the service delivery workflow across channels.
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-- Thread-based discussion capabilities fully integrated with self-service and the contact center
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-- Extensive moderator capabilities ensure a safe, managed environment for collaboration
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-- Integration with the knowledge base decreases redundant posts and increases resolution rates
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-- Analytics of community discussions provide insight about products and services
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-- Broad industry support for high technology, financial services, healthcare, and other verticals builds customer loyalty and increases revenue
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Pagelet Architecture for Rapid Deployment and Easy Customization
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Kanisa6 extends its native XML, web services architecture with "pagelets": dynamic, easily configured UI and application components.
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-- Enable rapid, easy and low cost deployment of customized UI's and user experiences specific to customer and enterprise goals
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-- Easily placed within web pages and portals using standard HTML tools such as Microsoft Front Page and Macromedia Dreamweaver
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-- Context-sensitive pagelets respond dynamically to case context, including customer information, query, telemetry, and other context types
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-- Managed with simple web-based tools by business users and web developers
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Detailed Web Session Tracking for Seamless Multi-Channel Support
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Kanisa6 provides detailed web session tracking that enables seamless online case submission and escalation to other channels
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-- Customer service across multiple channels is made consistent and easy
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-- Supports bi-directional integration with CRM and CTI systems
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-- Complete session data capture enables comprehensive analysis of service delivery across channels
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Machine Learning and Reputation Model Improves Search Relevance
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Kanisa6 extends the power of an integrated machine learning engine and dynamic reputation model to guide users to the most useful experts and content
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-- Machine learning continuously optimizes knowledge retrieval based on implicit and explicit user behavior and feedback
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-- Dynamic expert location capabilities identify subject matter experts on specific topics inside the support center and enterprise, increasing collaboration and knowledge transfer
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-- Expert forums users and their postings develop a reputation that highlights the most valuable resources and increases user confidence
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-- Automated machine learning is augmented by web-based tools, enabling enterprises to manage, fine-tune or adjust reputation and rankings
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Intuitive Authoring with Auto-Tagging for Easy Knowledge Capture
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Kanisa has further enhanced its powerful and intuitive content authoring module. Designed for all business users, Kanisa's technology-assisted authoring significantly reduces the manual effort and TCO of complex authoring in legacy knowledge bases.
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-- Automated tagging of solution context, such as "cause" or "symptom," reduces the time spent on knowledge capture and increases consistency and accuracy
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-- Robust authoring workflow supports in-process content authoring, in-process recommendation, Knowledge-Centered Support, flexible approval processes, and comprehensive editing and publishing capabilities
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-- Flexible document template builder with pre-packaged templates provide enterprises with flexibility to support wide range of business goals
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-- Analytics with auto-suggestion features identify "knowledge gaps" and automatically suggest content to be authored
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-- System automatically checks for similar existing content before authoring, reducing duplicative content
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"With Kanisa6, we extend Kanisa's product leadership with a complete suite of service resolution applications highlighted by the industry's most innovative and effective solution for self-service," said Bruce Armstrong, CEO of Kanisa. "With true business process support, Kanisa6 creates a standard for effective and successful self-service previously unavailable. By guiding users through a resolution process that can call any external system as needed, Kanisa significantly expands users' ability to resolve their service requests across channels."
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About Kanisa
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Kanisa is the leading provider of service resolution management applications that drive efficiency, revenue and customer satisfaction. Its industry-leading suite of knowledge-empowered customer service applications automate the resolution process across multiple channels including contact centers, service portals, and web sites. Industry-leaders including Novell, Merrill Lynch, McAfee, Sprint, Ford, Wachovia and Novartis rely on Kanisa applications to deliver world-class customer service. Kanisa is headquartered in Cupertino, CA.
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Contacts
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Kanisa Inc.
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Michele Mehl, 425-402-0202
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michele.mehl@kanisa.com
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Jessica Hoffman, 925-296-6161
jessica.hoffman@kanisa.com
