Kana, Menlo Park, CA, a CRM applications provider, announced a new line of customized applications:
· Agent IQ for Retail Banking is an agent-facing application that provides guided service-resolution capability to front-office contact center agents to quickly resolve complex processes and multi-step transactions at a lower overall cost.
· Agent IQ for Branch Banking is designed to help companies that have many distributed retail outlets or branches achieve greater agent proficiency through a consistent employee knowledge portal.
· Agent IQ for Telecommunications aims to help telecom providers reduce the cost of resolving service requests concerning networks, billings and configurations and installations from corporate customers.
· Customer IQ for Online Banking is a single point of self-service contact for customers leveraging the Web for banking assistance. It is designed to improve the online experience for the retail banking customer and reduce service costs, Kana said.