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 Sweden’s households.
KANA’s multi-channel knowledge solutions will allow Com Hem service agents to quickly respond to customer queries, reduce handling time and identify solutions. The company’s solutions 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, Com Hem. “KANA 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.”
“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, CEO, KANA. “We look forward to working with Com Hem and helping them to provide outstanding service to their growing customer base.”
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