Email Management

High volume email. Low maintenance

Business growing? Introducing new product lines? Email volume will spike. But your average handling time doesn’t have to. KANA’s Email Management provides fast, intelligent handling of large volumes of email—designed to increase agent productivity and scale easily with demand.

Responsive service is good service

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KANA is the recognized leader in high-volume Email Management. Find out what analysts are saying about it and what KANA’s Email Management technology can do for your business.

Don’t let large volumes of email slow down service or burden your contact center. With the right technology, email is a low-cost service channel that enables you to be more responsive to your customers. Reassure customers with automated confirmations and updates on the progress of their order or service inquiry—it’ll markedly reduce the number of avoidable service requests and enable a quick, consistent reply to customer concerns even when there are millions of them.

KANA technology reliably handles up to 10 million emails a month for one of the largest Internet retailers.

Rely on smart responses and easy handling

KANA’s intelligent Email Management does the job of evaluating the context, content and sentiment of inbound messages using sophisticated text-analysis, categorizing and efficiently routing email to the right department or agent-queue. The agent-response process is made easy by automatically suggesting the most likely answer to inquiries and providing scripted responses. Agents are helped with pre-populated fields, recommended selections, and a complete view of customer histories across channels. First-time resolution rates go up and so does agent productivity.

And by integrating Email Management with your knowledge base across information silos, you’re able to provide not just a good response but the very best one every time—pulling from multiple resources including external sources for comprehensive responses, smarter categories and rules.

Rules administration, routing and queue configuration are made easy with a single installation that enables customization for all your lines of business and cross-organizational service operations. Real-time learning gleaned from automated feedback drives process improvement to reduce or even eliminate manual rule re-configuration. You’re saving time, saving money and improving service