Verint and KANA Team Up on Rules-Based Call Routing


Verint Systems and recent acquisition KANA Software today announced the first fruits of its merger—a call center customer engagement platform employing a rules-based system to match callers with the right agent.

The new solution, called KANA Enterprise, combines Verint’s background of workforce optimization with KANA’s customer engagement know-how. It promises faster ways of monitoring and optimizing interactions, quick customer information display, and peer-to-peer learning to increase call center aptitude.

“The goal is to make sure the right agents are in the right seats,” says Kelly Koelliker, KANA’s director of product marketing. “It shouldn’t be about the next person available taking the next caller. What’s the customer’s question about? Service? Sales? Is the caller a retention risk? We build a rules engine that allows companies to match these needs with the proper agent.”

The platform culls customer intelligence from their actions in various channels, including mobile, email, live chat, social, and text.

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