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KANA Selects UCN inContact as ACD/IVR Technology Supplier as Company Backshores Worldwide Customer Service.

Publication: PR Newswire
Publication Date: 04-DEC-06 		Format: Online
Delivery: Immediate Online Access

Article Excerpt
SALT LAKE CITY, Dec. 4 /PRNewswire-FirstCall/ -- When your corporate mission is to deliver the best customer service solutions on the market so that leading organizations throughout the world can cultivate loyal and profitable customers, delivering excellent customer service yourself becomes paramount to achieving that vision. That's the challenge KANA Software Inc. , faced when it decided to shut down an outsource center in India and backshore a previously decentralized worldwide support operation.

A world leader in multi-channel customer service, KANA supports more than 600 companies worldwide and counts more than half of the world's largest 100 companies in that base. In 2006, KANA, based in Menlo Park, Calif., determined it was time to close a 20-person outsourced customer support operation based in India and centralize three in-house support centers located around the world under one common contact handling system. The company immediately began research on contact handling technology suppliers, an effort that lead to the selection of the UCN (BULLETIN BOARD: UCNN) inContact(TM) product as its core...

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