KANA Unveils Agent Desktop Search Solution

Customer Inter@ction Solutions, Jun 2005

KANA Software, Inc., a provider of service resolution management (SRM) solutions, has announced KANA Agent Desktop Search. The new solution is for enabling integration between KANA Agent IQ, the company's contact center knowledge base, with leading desktop search applications. Additionally, agents can publish new data directly to the knowledge base with the click of a button. The combination of desktop search capabilities and the KANA Agent IQ database is designed to ensure agents have access to critical and timely information stored on the desktop directly from the knowledge base. KANA Agent Desktop Search allows agents to quickly search the stored information, and then submit it to be published in the knowledge base, helping result in faster and more accurate resolution of customer inquiries while reducing costs for the contact center.

The integration of KANA Agent IQ and desktop search enables agents to continue working in the knowledge base while more seamlessly pulling information from their own desktop. Additionally, leveraging the "publish to IQ" function enables the agent to immediately and seamlessly add the data to the knowledge base once it is used, ensuring it can be shared across the contact center.

KANA Agent Desktop Search includes the following functionalities: quicker and easier access to custom documents not stored within the knowledge base; easier publication of information from the desktop to the knowledge base; a familiar user interface for the agent; and quicker retrieval of answers, resulting in more efficient service resolution.

www.kana.com