RightNow CRM implemented by Virtuos has helped us in managing our Customer Experiences better. Virtuos Team has a great attitude...

  Virtuos Solutions have done a commendable job. Knowledge and experience with Kana modules enabled you to complement the rest of the project team well...

  With KANA solutions, we are able to meet the challenge of providing the best experience for our customers..

  Virtuos has implemented Solution and supported very well. We are on our third year of Renewal with them being a happy customer...

DCU has strong e-service support for members, and members expect email and chat support. They have 50 call center agents dedicated to the email/chat channels. These agents are blended agents, and their top tier agents are assigned to email. They currently use KANA Response for email. They also were using eGain's ondemand chat solution which they are paying $70K per year for. Prior to KANA ResponseLive, they were using eGain chat. They were offering cobrowse and proactive chat, but found little need for these services. They have scaled back their chat offerings to reactive chat. They process between 4500-6000 chats per month. The business problem from an agent standpoint was to be able to offer a unified email/chat interface for agents for efficiencies of service as well as decreased training times.

Xerox wants to maintain customer satisfaction while reducing support costs. Must deflect calls from high cost call center. KANA Solution - Agent IQ / Customer IQ / Response improved agent productivity over 50% for email, drastically reducing queue times, and directly impacting customer satisfaction

Palm evaluated all major knowledge vendors before selecting KANA IQ based on its proven scalability, simplicity of use and its sophisticated trouble-shooting capabilities. Activity and feedback are monitored from all use-points – agents on telephone support, agents responding to customer e-mails and customer self-service on palm.com.

The City selected KANA’s integrated multi-channel solutions to help it realize this vision. A combined implementation of KANA Contact Center, KANA IQ and KANA Response provides integrated phone, email and Web self-service assistance that has made it much easier for residents to find information about services including taxation, social services, passports, marriage and driving licenses.

B of A has an unintegrated implementation of Agent IQ and Response. They use LivePerson for Chat. 95% of their emails are secure. They have a robust archiving strategy. They keep 3 months of emails in response, and 5 years worth of data in their archives.

JP Morgan Chase is constantly adding new lines of business (ex student credit cards, student loan programs) that have to be supported by email. Every time a new LOB is introduced, new rules and queues are written to handle the effective routing of this content. They have 2000 queues, thousands of rules and categories.

KANA enabled Elkjop to use an augmentation strategy around their POS as opposed to having to replace or try to update the POS system. This proved less costly and lowered the impact on transactions as they did not have to take the transactions system down for a replacement or upgrade. With KANA Contact Center, Elkjop can deliver faster, higher quality service because agents can easily find a single, unified customer record, use a complete and correct order history during the service call and effectively manage cases. Elkjop has millions of customer in KANA Contact Center, which makes this project potentially the largest deployment of Contact Center worldwide.