Salmat Forms Strategic Partnership With KANA Software

Salmat a leader in the provision of integrated multi-channel customer engagement solutions, has announced a new strategic partnership with global customer service management leader, KANA Software. In addition to signing a new customer agreement with KANA that will see Salmat roll out the company’s KANA Enterprise Agent Desktop solution, the two companies have also entered into a new strategic partnership.

KANA Enterprise Agent Experience allows 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.

David Besson, Chief Executive Officer, Salmat Customer Engagement Solutions said, “Our contact centre agents access multiple software applications, systems and databases when delivering customer acquisition, lifecycle management and technical help desk solutions to our 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.”

As Australia’s largest and most experienced provider of outsourced contact centre solutions, Salmat will use KANA Enterprise as a key component of its integrated multi-channel contact centre services offering.

Strategic Partnership
In partnership with KANA, Salmat is planning to release a major new upgrade to its cloud-based enterprise contact centre technology solution. The upgrade is expected to be available from June 2013 and has undergone significant development and evaluation over the past 12 months.

”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. This partnership represents another major step forward in our continued investment to build the most complete customer engagement solution offering in the region.” said Mr Besson.

Brian Donn, Senior Vice President and General Manager APAC at KANA Software said, "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. Both companies share the vision to drive a seamless customer experience across any service channel for the worlds largest Brands. We are very excited about the impact this alliance is about to make within the regional market."