When was the last time you dialed an 800-number for customer support or chatted with an online support rep about a product or service you’re using? As I type this post, call center agents for major corporations are handling tens of thousands of calls, e-mails and chat sessions. That’s a lot of customer interactions at any given time, and each customer engagement is important and must be treated personally. Some of the world’s largest brands, including Priceline.com and eBay, rely on customer service solution provider KANA Software to better manage their ever-increasing customer interactions. Ballooning customer interaction volumes put pressure on IT infrastructures, which is what drove KANA to re-evaluate the infrastructure it had in place.
KANA looked to leverage the benefits of a cloud computing infrastructure, especially because the pay-as-you-go pricing model and flexible architecture was more cost-effective and efficient. After reviewing several vendors, KANA decided to partner with Layered Tech because of our expertise and ability to support their needs on both sides of the Atlantic. We created a customized package of virtual private data centers (VPDCs), managed services and disaster recovery solutions so KANA can support their clients, large and small.
We are excited to partner with the leader in customer service management and provide the international presence and flexibility KANA needs to give their clients customer service applications on a highly scalable infrastructure. We enjoy working closely with KANA, and we take pride in getting to know our customers’ businesses so that we can provide them with the custom infrastructure solutions they need to succeed.
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