Kanisa Application Suite 6.1

Process-Oriented Navigation and Search of Content to Answer Customers’ Questions and Solve their Problems

October 28, 2004

The Kanisa Application Suite is a product suite of three application modules that can help you support key activities in the plan, explore, and use phases of the customer lifecycle across the Web and contact center touchpoints. The customer experience that you can deliver with the suite is built by presenting Web content and documents that customers and CSRs navigate and search and by organizing the sequence of customers’ steps to answer questions and solve problems into an automated, rules-based process. This is a well-proven and relatively-widely-used product suite that has been on the market for several years. This report evaluates the Kanisa Application Suite against our evaluation framework for cross-channel, cross-lifecycle customer service.


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