Kana To Add Call-Center Management Applications - InformationWeek

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Kana To Add Call-Center Management Applications

E-mail and Web customer-service vendor Kana Communications Inc. is teaming up with Blue Pumpkin Software Inc., a vendor of call-center workforce-management software, in an effort to manage the online contact center better.

The companies will integrate Blue Pumpkin's flagship product, Blue Pumpkin PrimeTime, with the Kana Platform, which includes three applications: Kana Connect, for electronic direct-marketing; Kana Response, for online customer service; and Kana Commerce, for communications surrounding E-commerce transactions. The companies will also jointly market each other's products.

Kana says the Blue Pumpkin integration will make it easier for businesses to handle the growth of their online contact centers as Web and E-mail interactions with customers become increasingly important. The Blue Pumpkin technology helps ensure that customer requests are routed to customer-service representatives best suited for the task involved. The workforce-management software will also help businesses deploy their customer service across different types of contact centers, whether they are traditional or online.

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