In the second part of a two-part series about the KANA Connect 2014 conference, TEC's P.J. Jakovljevic takes a look at what has transpired since the KANA-Verint merger announcement and what we should expect from the actionable intelligence solutions vendor in the near future.
cross departmental customer activity analysis
experience. By evaluating interactions across all channels—including Web and mobile activity, phone interactions, emails, chats, secure messages, case notes, social media messages, desktop activity, employee performance and survey responses—using a centralized solution, organizations can quickly determine where to focus customer engagement efforts for the greatest impact. Customer journeys across channels must be segmented, targeted, and tracked to help understand trends, journey dynamics, and the