The company – Com Hem (News
), which translates to ‘come home’ in English – has more than 140 television channels and is a media, entertainment and telecommunications provider for more than one-third of Sweden’s households.
KANA Software officials said that Com Hem plans to use their entire knowledge management suite for self-service and assisted service. The Swedish company would also deploy KANA’s email response and online collaboration solutions in a subsequent phase of the implementation.
Com Hem service agents, with the help of KANA’s multi-channel knowledge solutions, are expected to respond to customer queries quickly, reduce handling time and identify solutions that are personalized to each individual customer.
Officials said that the solution will also increase first-call resolution as agents will be provided with advanced search capabilities to facilitate fast, accurate and relevant help.
“We chose KANA because they offer a complete, industry-leading customer care solution,” said Christer Peltomaa, chief information officer at Com Hem.
Peltomaa said that KANA will help the company provide customers and agents with consistent, accurate and timely responses on the first call. Knowledge that was once spread across multiple systems will be available from a central location, enabling the company to give its customers the service they need in the most efficient and effective way possible, he added.
“Having a major European triple-play provider choose our knowledge management suite is a testament to the superior service experience that KANA solutions provide,” said Michael Fields, chief executive officer at KANA.
In October, KANA announced
that it has been selected by Barclays to provide its Secure Messaging technology in the United Kingdom. KANA will provide Barclays with the technology to support its customers to use its online channel with the peace of mind of a secure environment and communication.
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Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.
Edited by Michael Dinan