West Deploys Kana Software for Customer Contact

Teleservices agency West Corp., Omaha, NE, installed contact center software developed by Kana to help one of its clients reduce its customer service costs, Kana said yesterday.

The cost of the technology deployment was not disclosed. The West client, whose identity was not revealed, needed to streamline the process by which employees obtained human resources information by telephone.

Formerly, the client had provided these services in-house through its own call centers, Kana said. West, a call-center outsourcer, replaced the in-house call centers.

West had used Kana technology on several of its previous clients. The teleservices agency said it chose Kana technology because it was compatible with its existing database and computer systems and could be implemented in time to meet the client's tight deadline.

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