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Ambient Consulting Announces Partnership With Kanisa
Ambient Consulting and Kanisa Inc., announced a partnership to jointly market Kanisa ServiceWeb, a sophisticated Web self-service technology. Ambient’s 250 IT consultants will become certified and trained to integrate Kanisa’s web self-service technology with industry leading CRM platforms.
The partnership will provide Ambient clients with a seamless customer service environment and reduced costs related to agent-supported service, while their end customers receive advanced Web self-service capabilities coupled with ‘instant access’ to a contact center agent.
Kanisa is the missing link in many customer service organizations, integrating all channels of customer support and service, said Allen Stern, Chief Operating Officer of Ambient Consulting.
Kanisa ServiceWeb provides individuals with a sophisticated self-service function that engages customers in a dialogue to query knowledge resources and retrieve the appropriate customer-requested document. Customers who need additional assistance are guided from the automated self-service session, to an agent-assisted interaction. Key features of the Kanisa ServiceWeb include:
• Interaction Map: Automated organization of enterprise knowledge
• Self-maintaining Content: Continuous and automatic updates of content sources
• Internationalization: Providing web self-service to customers world wide
• Integration: Complete integration between web self service and contact center
• Analytics: Reports capture details of each customer interaction
We are pleased to partner with Ambient Consulting, a leading IT consultant and CRM integrator, said Dominique Trempont, chief executive officer of Kanisa.
Together we can provide the market with a complete customer service solution, combining Kanisa’s strengths in content management, self-service and agent- assisted service with leading CRM technologies.
