Virtuosol implements Multi-channel Customer Service Solution at leading BFSI Customer
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January 11th, 2008, New Delhi: A Multi-million INR CRM contract from a leading BFSI Customer is being implemented by Virtuos to beef up the "Customer-centric" interactions & E-Service functions of over 170 Agents.
The implementation that spread over 90 days will involve Implementation of E-Service Solution comprising of Multi-channel CRM such as Email Response and Live Chat to be used by over 170 Concurrent users in Chennai, India. The Customer is one of the biggest banks in India.
"Armed with a team of J2EE Developers, Solution Architects headed by the Project Manager, the implementation holds lot of importance for Virtuosol as we have bagged this order from a stiff competition from a vendor who has been present in India for over 6 years with nearly 50+ installations. However we snub the competition as it offers one of the least value proposition in comparison to Kana." Venky Vijay the Principal Consultant quotes. Because of flexibility behind J2EE technology, Kana even scores higher over the competition which sells its solutions nearly half of the price what Kana sells globally. Undeterred by the price disadvantage, Virtuosol is in the market to grab some of the important customers.
Further Venky Vijay adds "We don't want every customer to come to Kana, and we choose our customers very carefully, and our Customers know what Kana can offer significantly different from the competition which nearly has a market leadership in India, and almost negligible presence outside India. We want to replicate Kana's global success in India offering compelling value proposition to our esteemed customers."
Further Venky says that "it was most unfortunate some of the Customers who had no choice in the past to go for a solution from our competitor as Kana was not present in India, but with our presence, and global market leadership, and flexibility of On-premise solutions offering highest security levels, we are here to educate all of the potential customers".
The Architecture behind the latest Version of Kana 10.1 is:
- Rules-Driven Processes - Dynamically applied business rules automate eservice processes, such as queue management, escalations, prioritization, message categorization, auto-acknowledgements and suggested replies.
- Enterprise Interoperability - Standards-based integration capabilities further automate message handling by dynamically fetching and incorporating back-end system data into replies based on the context of the inquiry.
- Secure messaging - Rules automatically classify messages as requiring secure response. Replies are routed to a secure web portal, providing customers with a private site to receive sensitive responses.
- Enterprise Architecture - Multi-tenancy architecture supports multiple lines of business and dispersed service operations so that queues, routing, business rules, auto-acknowledgements, reply templates and reporting reflect the best practices and organizational structure of each unit.
- Scalability and Reliability - Proven horizontal and vertical scalability enables efficient management of thousands of concurrent users and millions of simultaneous interactions.
- Supported Platforms - KANA provides full support for industry standard technologies including IBM AIX, Linux, Sun Solaris, IBM WebSphere Application Server, BEA WebLogic Application Server, IBM DB2, Oracle, Windows and Microsoft SQL Server.
About Kana: KANA is a world leader in multi-channel customer service. KANA's integrated solutions allow companies to deliver consistent, managed service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it. KANA's clients report double-digit increases in customer satisfaction, while reducing call volumes by an average of 20%. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information visit www.kana.com
KANA helps the world’s best known brands master the service experience. Our solutions help companies create consistent, knowledgeable conversations with their customers across every channel -- phone, email, chat, and web.
Solutions:
KANA Multi-channel Solutions are a complete solution for mastering the service experience spanning the contact center agent desktop, email management, chat management, agent knowledge, and web self-service.
Customers:
KANA is proud to work with companies who have a relentless focus on customer service, including:
American Express, AT&T, Bank of America, Cigna, Citibank, Daimler-Chrysler, Dell, Dillards, eBay, GAP, Hewlett-Packard, HSBC, IBM, JetBlue, Kodak, KLM Royal Dutch Airlines, MetLife, Palm, Priceline.com, Sears, Sony, Sprint, Staples, Starwood Hotels, Target, TD Waterhouse UK, Verizon, Wachovia, Washington Mutual, and Xerox.
About Virtuosol: Virtuosol is an integrated technology and marketing consultancy founded by Virtuoso Teams to deliver information-driven business solutions to achieve our client's strategic objectives. At Virtuosol we help our clients innovate their businesses to achieve extra ordinary i.e. Virtuoso results from their customer relationships, business operations and technology investments.
As a trusted advisor to our customers, Virtuosol partners with our clients to plan and execute on their portfolio of marketing and technology investments to drive tangible returns by blending our know-how of the business of technology and our thought leadership in delivering high impact performance i.e. Virtuoso. Virtuosol has a broad range of marketing and technology capabilities led by experienced Virtuoso professionals. Our Virtuoso Teams attempt to surprise customers by stretching their expectation and appeal to the sophisticated.
Virtuosol picks up only quality engagements for very few elite customers who can appreciate the richness of an aggrandized proposition that our Virtuoso teams cherish to offer. Through our Customer-on-Demand Business strategy , we help our customers serve their customers, and build enduring relationships.
Virtuoso Teams have demonstrated their commitment and understanding of cutting edge technologies by executing some of the major projects for the customers in various verticals. Customers-by-industry
Virtuosol has highly influential consultants, global management Gurus, Mentors, and Other members of the Core Group to advise our customers on prolific technology adaptation, Business strategy, Diversification and Branding. Virtuosol consulted Companies remain Virtuoso, and we often fight like cats and dogs to achieve this key differentiation. more information on virtuosol is available at www.virtuosol.com
