CRM Software Comparison Blog

KANA CTO to Explore New Self-Service Tools; Xerox to Share

MENLO PARK, Calif. – August 10, 2006 – KANA Software Inc. (PinkSheets: KANA.PK), a world leader in multi-channel customer service, today announced that KANA and longtime customer Xerox Corporation (NYSE: XRX) will present at the Shared Insights Customer Self Service Conference, which will take place August 15-16, 2006 at the Hilton San Francisco. KANA CTO Charlie Isaacs will participate in the keynote panel discussion revealing which new technologies are enabling the next generation of self-service. In addition, Xerox will share insights into how it has built a strategic global knowledge base supporting seven different languages across 20 countries.

On Wednesday, August 16, 2006 at 11:00 a.m. Pacific Time, KANA CTO Charlie Isaacs will participate in the keynote panel entitled “New Tools & Technologies for the Self Service World.” The panel will explore leading-edge self-service functionalities—from speech analytics to Web chat to wireless technologies. Panel attendees will learn how customer requirements are driving product research, and how these next-generation technologies will impact customer service initiatives and business operations.

On Wednesday, August 16, 2006 at 9:45 a.m. Pacific Time, Regina Estes, manager of eServices & Knowledge Programs at Xerox, will present a best practices case study on Building a Strategic Knowledge Base. This session will cover how, by applying a strategic vision to its self service implementation, Xerox has been able to support customers around the globe in seven different languages with a single knowledge repository used by both external customers and the internal support team, earning it the J.D. Power and Associates coveted Certification of Technology Service & Support.

“Constructing a single source of knowledge for both customers and agents is absolutely critical to customer service success in today’s global economy,” said Estes.

Filed under: Kana