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Customer Service software helps companies streamline documenting, resolving and reporting any customer issues, while automating some simplified processes. For example, if customers continue to ask the same question via e-mail, the software would be able to setup an auto-response to get customers answers to questions on a much more frequent basis.

Basically, it improves agent productivity and performance and helps to increase customer satisfaction, thereby increasing customer retention.

This week, KANA revealed its latest updates for its customer service software, KANA Lagan. This software helps service governmental organizations to communicate, collaborate and stay updated on the latest information through a computer or smart device.

Susan J. Campbell reported on the latest additions to the software saying users can expect to see a new Campaign Management module, which “enables communication through e-mail, text messaging and traditional snail mail, as well as a new ESRI (News - Alert) Map Adaptor tool.”

“The Campaign Management feature organizes outgoing communications for a better consumer experience. It also yields improvements to efficiency and helps deliver a more consistent experience across the board,” she added.

The ESRI Map Adaptor will also let governmental agents see a specific area in the public sector. If an emergency or situation occurs, this mapping tool will allow them to access the information and make quick decisions.

Read more about KANA’s Lagan platform here.

Also this week, it was announced that Genesys would be receiving the highest rating possible in Gartner’s (News - Alert) ‘MarketScope for IVR Systems and Enterprise Voice Portals.’ This comes as a huge honor for the 20-year-old company as it has been providing communication and voice response software for years.

“We’re excited to be recognized with such a coveted rating within Gartner’s IVR Systems and Voice Portal Report,” said Nicolas De Kouchkovsky (News - Alert), chief marketing officer at Genesys.

Mini Swamy, TMCnet Contributor, who reported on the announcement, said this was a well-deserved honor. “The recognition does appear to be justified as Genesys (News - Alert) goes beyond traditional IVR systems by focusing on total customer experience,” said Swamy. “Its Voice inbound voice software uses touchtone, speech recognition and video capabilities to communicate with caller.”

Read the full report here.

Lastly, this week cloud-based proactive customer experience management solutions company, SoundBite Communications (News - Alert), announced that it has become the latest member of the CXPA, the Customer Experience Professionals Association.

The CXPA supports the professional development of its members and advances the field by providing research and education, developing standards and offering network opportunities. The company, which has a list of professionals in its network, is proud to be adding one more.

“For today’s businesses, customer experience hinges on the ability to enable customers to personalize their interactions, and for companies to recognize and insightfully response to customer behavior,” said Jim Milton, president and CEO at SoundBite Communications.

“As a new member of the Customer Experience Professionals Association, we have a forum in which we can accelerate the exchange and adoption of best practices that will guide the further evolution of customer experience as more companies use it to build strong customer relationships,” Milton added.

Read the full story here.

Stay updated on the latest Customer Service Software news by visiting TMCnet.com.