KANA SEM version 11

Date: February 23, 2011
Pages: 13
US$ 995.00
Publisher: Ovum
Report type: Brief Review
Delivery: E-mail Delivery (PDF)

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KANA SEM version 11

As customer service rises up the corporate strategic agenda, businesses are tuning their service strategies and investing in tools to help deliver on them. KANA SEM provides a unified environment for creating, executing and optimizing the many facets of the customer service experience.

Features and benefits
  • Explore the benefits of a dedicated customer service application with customer-centric process flows that support business agility.
  • Weigh the benefits and disadvantages of a service-only product versus a multi function CRM suite.

Globalization, ever intensifying competition, and declining customer loyalty provide the background for renewed interest in customer service. With its dedicated customer service and customer-centric process flows KANA SEM helps support business agility efforts.

Your key questions answered
  • What tools are available to help deal with the exceptions that are characteristic of customer service interactions?
  • Why should you consider adding another application to your CRM portfolio?
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