New KANA Customer IQ for Retail Banking Helps Banks Ensure Exceptional Self-Service

The solution will improve the online experience for the banking customer and dramatically reduce overall costs associated with service for banks. The KANA Customer IQ for Retail Banking solution is part of KANAs Service Resolution Management approach to providing customized solutions that address the specific pain points of key vertical markets. The company also announced today customized financial services solutions for agent facing contact centers and for branch employees, along with a telecommunications industry solution. For more information on these announcements, please visit: Consumers are quickly adopting online banking. The Online Banking Report states that by 2010, over 55 million US households will use online banking and ePayment services. To support this rapid growth, the banking industry must drastically increase its online customer service initiatives. Currently, banks receive inbound calls to the contact center from customers that are unable to find the information they need online. KANA Customer IQ for Retail Banking can reduce the number of calls a bank receives by providing superior, easy-to-use self-service and knowledgebase search capabilities on the Web. The solution leverages industry best practices and out of the box industry content to deliver to customers the information they seek quickly and easily. Intelligent knowledge searches provide customers quick, flexible access to the most appropriate assistance for the specific online function they are conducting, including check searches, balance inquiries and statements on accounts. In addition, guided scripts lead customers through the site to help them identify the most appropriate products, information, and content. KANA Customer IQ for Retail Banking provides: -- An easy to use online service and support resolution interface to consumers; -- An easy integration with existing bank Web platforms and other banking industry solutions; -- Searchable industry content for rapid answer to typical banking inquiries; -- A best practices approach to increasing self-service adoption within the online banking environment.