Demand for Internet-based solutions has created an alliance that will integrate the Aspect portal with Kana’s eRM solution, across all touch points.
With this joint solution, businesses will have easy access, maintenance, scalability and affordability. Organizations will be able to manage all interactions on a fully scalable and modular platform instead of more expensive client-server architectures.
Kana and Aspect say the solutions will:
• deliver a consistent, intelligent experience across phone, web, e-mail, wireless and storefront.
• manage customer and partner relationships across marketing, sales and service systems.
• tie e-business applications together in a scalable, flexible and modular platform.
• optimize the productivity and decision-making capability of customer-facing employees, customers and partners.
• develop profitable customer relationships.
“The alliance enables us to deliver on the promise of the Internet — ubiquitous access and cost-effectiveness — with immediate benefits, such as rapid development, unparalleled scalability, reliability and ease of maintenance,” said Beatriz Infante, president of Aspect. “Aspect and Kana solutions were both created to manage customer communications over all channels. The alliance enables customers to fully reap the benefits of that goal and sees the completion of a truly comprehensive and Internet-architected customer relationship management solution.”
“Together, Aspect and Kana empower eBusinesses to deliver to their customers a consistent and personalized experience across all communication touch points,” said Michael McCloskey, CEO of Kana. “Through this alliance, our customers will be able to quickly and cost-effectively deploy an e-business strategy that optimizes all relationships wherever customer or partner interaction meets the business.”
Aspect’s position in customer relationship management solutions is based on its 15-year history and 7,600 customer contact centers. The company is headquartered in San Jose, California, with offices in major cities worldwide.
Kana solutions deliver personal portals that offer customers, partners and the enterprise a global view of their communications and relationships.