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Customer Service Solutions for Communications


Simplify your customer service processes for a better customer experience

Streamline disconnected systems, channels and customer data

Challenges and Solutions

A string of mergers and acquisitions have left many communications companies with a morass of disconnected systems, leaving customers and employees struggling for efficient, effective service. KANA can streamline your disconnected applications and communication channels, reducing effort, improving satisfaction and allowing you to do more with less.

Connect communication channels

Your customers expect to engage seamlessly from the phone to the Web, and back again. Make sure your channels are connected so you understand the complete customer journey and can help your customers in the moment.

Grow customer base without growing support costs

Communications organizations are constantly challenged to do more with less. But how? Tools, such as knowledge management and a unified employee desktop, allow you to improve productivity while improving satisfaction at the same time.

Leverage back-end applications

When your employees struggle with a vast array of legacy applications, your customer experience suffers. A unified desktop leverages these systems while streamlining processes, minimizing agent effort.

Compete successfully online

New start-ups in digital entertainment and communications are disrupting the market like never before. To compete, you’ll have to contain costs while adding value.

Provide personalized service across regions

Products, services, issues and outages vary across your coverage areas. Provide personalized service to your customers using Smart Context.

Handle mergers and acquisitions

The communications industry is in a constant state of mergers and acquisitions. To smooth these transitions, you need applications that give you the agility to adapt to rapid change.

Are you ready to find a path forward for your disconnected legacy systems?

Customer Success

The mobile industry in Indonesia has grown rapidly and Telkomsel experienced a 60 percent leap in subscriber numbers in one year. Our competition are now looking to KANA to follow our lead. Hendri Mulia Sjam, Customer Service Director
The ultimate reward with any new system is quick results, and that’s what we achieved with KANA. Emmet Feeney, ‎Capability Manager, Customer Management and Operations
Carphone Warehouse

Carphone Warehouse

Read the case study »
We now have a first-time fix rate of 89 percent, which is amazing. KANA is a key part of the toolkit that helps us to achieve that result. Anne Wood, Head of Knowledge Management and Self-Help
Everything stays nicely centralized in KANA Express and we can clearly see who has visited VRT. The reports are perfect. Linda Van Crombruggen, Customer Service Coordinator
The extensive preplanning made this project go like clockwork. We were amazed to see the whole thing come off in just two hours. That set the bar for future updates we continually conduct. Sherri DePriest, Project Manager

Industry Verticals

KANA for Telecommunications, Cable and Wireless

KANA for Telecommunications, Cable and Wireless solves common challenges facing the enterprise around disconnected communication channels, disparate legacy systems and cost constraints.

KANA for Media and Entertainment

KANA for Media and Entertainment provides a solution to ensure you can maintain the customer experience of your brand throughout your customer service processes across channels.

KANA for Online Gaming and Betting

KANA for Online Gaming and Betting allows your customers to get help online at a low cost, ensuring customer satisfaction and maintaining customer loyalty.