Posted by Julian Bradder in Uncategorized.
Tags: Barclays, Cana, customer communications management, eGain, emc, HP, marketing communications, pitney bowes, secure messaging, technology
Kana the customer communciations management supplier has succeeded in achieving a great win at UK bank, Barclays.
The system will be used by over four million UK bank customers and the system is expected to be live by 2010.
Mike Fields, Chief Executive of KANA Software Inc. said: “KANA customers recognize the importance of customer service to their bottom line. In today’s current market climate, a strong business case is vital to motivate a financial services company to invest in technology. We have worked very closely with Barclays to demonstrate the benefits, return on investment and the demand for secure online communication as consumers change the way that they bank. Barclays is an organization that is dedicated to listening and providing services to meet its customers’ demands. Barclays selection of KANA Secure Messaging reflects the demand for safe, secure communications in today’s customer service environment.”
Kana who in IT terms have an ancient and fierce rivalry with competitor, eGain are one of the leaders in the eMessaging space.
It is just a hunch, really, a hunch – I don’t want to start industry rumours – but I feel it won’t be long before we see one of these companies merge into one of the big US companies such as HP, EMC, Pitney or other organisation blazing the heavyweight paper side of the customer communications management trail.
If one of the big firms decides to do this and Kana or eGain accept, I feel that they will have a dominant position in the customer communications market.
Certainly the value of these two companies lies in the depth of knowledge, their long term experience their star studded roll of major clients throughout the world. It’s their knowledge of how to handle peaks, high volume and quality with structure and discipline that is their strength.
Barclays customers will surely benefit from such an easy communication channel to work with to resolve issues.
Posted by Julian Bradder in Uncategorized.
Tags: business, customer communications management, customer interaction hub, customer service, eGain, email management, marketing, response management
eGain Communications has been placed in the Leaders Quadrant by Gartner. eGain who have been in the email customer service business for a decade now have according to Gartner “demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures and solid new references for multiple geographies and vertical industries. Leaders provide functionally diverse and rich e-service suites that can be deployed and supported globally and have at least five of the six e-service components supported by OEMs. They are suitable for all sizes and complexities of enterprise, and have broad industry coverage. Revenue is strong, and new references are readily available. When asked, their clients reply that this product has affected the organization’s competitive position in the market.”
The Gartner report states, “An organization’s manner of interacting with customers on the Internet is evolving from single-channel and nonintegrated (for example, e-mail only) instances to multichannel, preintegrated instances (for example, e-mail, chat and virtual assistants). There is a slow but gradual move to the concept of the customer interaction hub.”
The customer interaction hub and its role in customer communications is just emerging, companies like eGain occupy premier positions in the customer service business. How these systems will fully integrate with Customers Communications management remains to be seen.
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