Salmat set to roll-out Kana’s customer management solution across its entire ANZ operation

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Global software vendor, Kana Software, is ramping up its efforts to further expand its already well-established business in the Australian and New Zealand market on the back of a newly forged partnership with contact centre operator, Salmat, which is set to roll-out Kana’s customer management solution across its entire ANZ operation.

Announcing the new strategic alliance with Salmat, and a new customer agreement with the contact centre operator, Kana’s Brian Donn, Senior Vice President and General Manager APAC, told iTWire the partnership with Salmat was a key plank in the company’s strategy to build business in Australia, particularly with the latest cloud-based Enterprise Agent Desktop solution to be implemented by Salmat in all of its Australian and New Zealand contact centres.

Donn said Kana, working closely with Salmat, would “go to market quite aggressively,” in June when Salmat released a major new upgrade to its cloud-based enterprise contact centre technology solution. The upgrade is expected to be available from June and Donn said the new release had undergone significant development and evaluation over the past 12 months.  Donn sees the Australian market as an important plank in the company’s APAC-wide growth strategy, with the majority of its business in the region currently in the Australia and New Zealand market, along with significant business in other contries like Indonesia, Singapore and Hong Kong.

Entering the Australian and New Zealand regional market12 years ago, the global software company, based in Silicon Valley, now has its software used in contact centres, on their websites or social network platforms, by companies like Vodafone, ANZ and BankWest in the banking sector, the Insurance Australia Group (IAG), Crazy Johns  retail group, Telecom New Zealand, and state and local government agencies and businesses, including Brisbane City Council, Queensland Police and Smart Service Queensland, which services multiple government agencies in the state.

Donn said the KANA Enterprise Agent Experience solution, to be rolled out by Salmat, allowed contact centre agents to aggregate customer queries and company information from a wide range of sources such as contact centres, online and social media within a single interactive and process-oriented desktop helping businesses to “improve customer satisfaction, reduce query times and capture new insights around customer engagement.”  “Salmat will leverage KANA Enterprise across its contact centres, which deliver outsourced solutions for many of Australia and New Zealand’s largest and most trusted brands.”

Salmat CEO Customer Engagement Solutions, David Besson, said that, currently, the company’s contact centre agents accessed multiple software applications, systems and databases when delivering customer acquisition, lifecycle management and technical help desk solutions to customers. “We needed a solution that could seamlessly integrate customer information, workflow processes and communication channels through a single, unified agent desktop that enables our agents to service our client’s customers as efficiently as possible.”  Besson said Salmat, as Australia’s largest and most experienced provider of outsourced contact centre solutions, would use Kana Enterprise as a “key component” of its integrated multi-channel contact centre services offering.

Salmat handles over 6 billion multi-channel interactions a year on behalf of our clients. With the explosion of new technology-enabled communication channels and the ease of access to information, consumers are more empowered than ever before. “It is imperative we have the leading technology partners on-board to ensure we’re offering the solutions to our customers that ensure they are receiving the same level of service at every touch point in this newly emerging multi-channel environment.”  “Besson said the partnership with Kana represented another major step forward in the company’s continued investment to build the most “complete customer engagement solution offering in the region.”

“Salmat is a leading Australian company that prides itself on innovation. We are not only extremely pleased to be able to name them among our impressive portfolio of customers, but also delighted to count Salmat as a much respected and valued business partner,” Donn said.  “Both companies share the vision to drive a seamless customer experience across any service channel for the world’s largest brands.  We are very excited about the impact this alliance is about to make within the regional market.”

26 March 2013, Peter Dinham

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