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CRM
May 1, 2007
Jessica Sebor |
Gaining Altitude JetBlue implements a Web self-service solution to power customers to field their own questions and let agents focus on the human touch.   |
CRM
November 1, 2006
Colin Beasty |
Business Problem: Poor e-mail Response Times Lead to Increased Numbers of Phone Calls to the Contact Center Tech Solution: e-mail management tools. KANA Response... Kintera CRM... Talisma Email... |
CRM
July 10, 2012 |
KANA Software Acquires Ciboodle The deal brings together two customer service solution providers. |
CRM
April 16, 2013
Kelly Liyakasa |
KANA Software Goes After "Transformational" Enterprise Deployments KANA Enterprise software is tailored for an omnichannel customer experience. |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
CRM
February 2, 2004 |
Hot Seat: Self-Help Alters the Service Landscape As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? |
InternetNews
January 5, 2004
Susan Kuchinskas |
KANA Customers Connected at the Hipbone The CRM specialist's acquisition lets call center reps help customers via live chat and co-browsing. |
CRM
January 6, 2014
Maria Minsker |
Verint to Acquire Kana Software for $514M The deal expands Verint's cross-selling opportunities within the customer service market. |
CRM
January 2015
Leonard Klie |
Buffalo Builds Resident Trust with CRM Kana Software's Lagan Enterprise system revitalizes city services. |
CRM
February 2003
David Myron |
Support Gets a Face-Lift Allergan was able to automate the routing of 80 percent of all inbound, Web-generated emails, based on the business rules the company put in place. |
CRM
July 1, 2003
Ramin Ganeshram |
Seeing Green Rob McClellan, director of supply chain management and services for Taylor Made-Adidas Golf, uses email to drive leads to resellers. |
CRM
March 2015
Maria Minsker |
The 2015 CRM Service Leaders: Contact Center Search Of the billions of customer service calls that remain unresolved every year, many are the result of companies choosing the wrong contact center search solutions for their needs, analysts agree. |
CRM
March 2015
David Myron |
Small Customer Service Vendors Can Make Big Contributions A best-of-breed solution from a small company doesn't have to be such a risky proposition after all. |
CRM
November 2005
DeFelice & Britt |
Banking on Big Green Financial services firms have re-targeted their investments in customer-facing processes and are reaping the rewards. |
