Knowledge Management

The Best Service Call is the One That Doesn’t Happen

The largest, most demanding customer service environments in the world use the KANA IQ knowledge management system to achieve call deflection rates as high as 66%. They also reduce escalations by as much as 16%, cut agent errors by 48% and slash agent training cost by 25%.

• Knowledge Management for Agents using KANA IQ – employs a unique combination of natural language and context-driven search to make sure agents deliver the right answer, consistently, regardless of the channel your customers choose to request service.
• Knowledge Management for Customers using KANA IQ - enables your self-service support site with the same powerful knowledge, search and trouble-shooting tools your agents use in a user-friendly, and empowering model that customers will use.

KANA IQ supports your agents and your customers.

KANA IQ is based on the principle that managing knowledge within the customer service and support process means more than just indexing and searching content. It demands the unique combination of technology and best practices that we have used with phenomenal success in the world’s largest and most customer-centric enterprises.