Sollte KANA erwachen....?
REDWOOD CITY, Calif., May 21, 2001 /PRNewswire via COMTEX/ -- Sony Online
Entertainment has dramatically improved customer service using technology from
Kana Communications, Inc. (Nasdaq: KANA) to strengthen relationships with its 10
million online entertainment consumers. With Kana's Web-architected enterprise
relationship management (eRM) technology, Sony Online Entertainment agents now
respond to customer queries in less than 24 hours.
(Photo: www.newscom.com/cgi-bin/prnh/20010307/KANALOGO )
Sony Online Entertainment's website (www.station.com) hosts an entire gamut of
multiplayer online games including Jeopardy! Online, Wheel of Fortune Online and
EverQuest(R), the most successful massively multiplayer online role-playing game
(MMORG) in history. The Station, www.station.com, boasts more than 10 million
members, 375,000 EverQuest subscribers and more than 88,000 simultaneous
players. Every week, customer service agents field more than 6,000
Internet-based questions, comments and interactions using Kana.
Sony deployed Kana a year ago, and the technology has already paid for itself,
according to George M. Scotto, director of customer service for Sony Online
Entertainment. "Our players need answers fast so they can stay in the game and
continue their adventures," Scotto said. "Kana helps us provide a level of
service that matches the quality of our content. It strengthens our customer
relationships, reduces expensive phone-based interactions, and handles a
customer base expected to quadruple in the next year."
Sony Online Entertainment selected Kana over competing technology because of its
superior performance and value. Before Kana, Sony Online Entertainment used a
standard messaging software to manage customer interactions.
Part of a multichannel service and support solution, the Kana system
automatically:
-- categorizes and routes questions, comments and inquiries to appropriate
agents; autoresponds to selected inquires and autosuggests responses
for others;
-- produces analytical data and reports on customer concerns and behavior
to any member of the company's extended "virtual" enterprise; and
-- automatically assembles a knowledge base from which any agent can draw,
resulting in continuous improvement in service and support.
"As the clear leader in online entertainment, Sony recognizes the need to back
its entertainment with the best available customer service and support," said
Michael Bettua, vice president of worldwide corporate marketing for Kana. "With
Kana, the company is steadily strengthening its customer relationships and
spending less to do it."
gfx.finanztreff.de/kurse/...=png&STRING=KAA&BOERSE=2&TAGE=120" style="max-width:560px" >
chart.bigcharts.com/custom/...1&state=10&sid=155936&rand=7052" style="max-width:560px" >
chart.bigcharts.com/custom/...=1&state=10&sid=155936&rand=157" style="max-width:560px" >
REDWOOD CITY, Calif., May 21, 2001 /PRNewswire via COMTEX/ -- Sony Online
Entertainment has dramatically improved customer service using technology from
Kana Communications, Inc. (Nasdaq: KANA) to strengthen relationships with its 10
million online entertainment consumers. With Kana's Web-architected enterprise
relationship management (eRM) technology, Sony Online Entertainment agents now
respond to customer queries in less than 24 hours.
(Photo: www.newscom.com/cgi-bin/prnh/20010307/KANALOGO )
Sony Online Entertainment's website (www.station.com) hosts an entire gamut of
multiplayer online games including Jeopardy! Online, Wheel of Fortune Online and
EverQuest(R), the most successful massively multiplayer online role-playing game
(MMORG) in history. The Station, www.station.com, boasts more than 10 million
members, 375,000 EverQuest subscribers and more than 88,000 simultaneous
players. Every week, customer service agents field more than 6,000
Internet-based questions, comments and interactions using Kana.
Sony deployed Kana a year ago, and the technology has already paid for itself,
according to George M. Scotto, director of customer service for Sony Online
Entertainment. "Our players need answers fast so they can stay in the game and
continue their adventures," Scotto said. "Kana helps us provide a level of
service that matches the quality of our content. It strengthens our customer
relationships, reduces expensive phone-based interactions, and handles a
customer base expected to quadruple in the next year."
Sony Online Entertainment selected Kana over competing technology because of its
superior performance and value. Before Kana, Sony Online Entertainment used a
standard messaging software to manage customer interactions.
Part of a multichannel service and support solution, the Kana system
automatically:
-- categorizes and routes questions, comments and inquiries to appropriate
agents; autoresponds to selected inquires and autosuggests responses
for others;
-- produces analytical data and reports on customer concerns and behavior
to any member of the company's extended "virtual" enterprise; and
-- automatically assembles a knowledge base from which any agent can draw,
resulting in continuous improvement in service and support.
"As the clear leader in online entertainment, Sony recognizes the need to back
its entertainment with the best available customer service and support," said
Michael Bettua, vice president of worldwide corporate marketing for Kana. "With
Kana, the company is steadily strengthening its customer relationships and
spending less to do it."
