KANA Software, Inc., a leading multi-channel customer service provider, announced today that its services were selected by Com Hem, one of the leading providers of triple-play services (including cable TV, digital television, broadband, telephony and HDTV) in Sweden. Com Hem offers over 140 television channels and is a premier media, entertainment and telecommunications provider for over 33 percent of Swedenâ€™s households.
KANAâ€™s multi-channel knowledge solutions will allow Com Hem service agents to quickly respond to customer queries, reduce handling time and identify solutions. The companyâ€™s solutions will also increase first-call resolution as agents will be provided with advanced search capabilities to facilitate fast, accurate and relevant help.
â€œWe chose KANA because they offer a complete, industry-leading customer care solution,â€ said Christer Peltomaa, Chief Information Officer, Com Hem. â€œKANA enables us to 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 us to give our customers the service they need in the most efficient and effective way possible.â€
â€œHaving a major European triple-play provider choose our knowledge management suite is a testament to the superior service experience that KANA solutions provide,â€ said Michael Fields, CEO, KANA. â€œWe look forward to working with Com Hem and helping them to provide outstanding service to their growing customer base.â€