KANA Partners with Jive Software to Extend Web-Based Collaborative Support

As a result of the integration, customers can seamlessly transition from Web self-service sessions to peer support through the online discussion forums, ensuring that questions are answered as quickly as possible. At the same time, contact center agents can use Jive's expertise ranking technology to locate the most appropriate internal subject matter experts (SMEs) and then collaborate with them in discussion forums to resolve complex inquiries.

"The powerful expertise location and resolution workflow in our products makes it perfect for use in both internal and customer-facing communities," said Dave Hersh, CEO at Jive Software. "We are thrilled to be partnering with KANA and anticipate that a growing number of Fortune 500 companies will reap the benefits of our integrated customer service and collaborative support solutions."

The integration between Jive Forums and KANA IQ facilitates knowledge sharing and reuse across customer service and support channels. Forum postings can be routed through KANA IQ's workflow, approved and published to the knowledge base for future assisted- and self-service interactions. Agents can then access this unstructured information, along with existing knowledge, through KANA IQ's powerful search capabilities.

In addition, content from the knowledge base can be posted to forum discussions. As a result, both agents and customers are able to more quickly and accurately answer questions through improved access to knowledge.

"There is a tremendous amount of knowledge and expertise distributed throughout an organization and its customer base," said Charlie Isaacs, chief technology officer at KANA. "We are excited to partner with Jive Software so that our customers and prospects can capture and leverage this knowledge in peer support communities and across channels to reduce costs and improve the delivery of customer service."