KANA Software, Inc., a provider of service resolution management (SRM) solutions, has announced KANA Agent Desktop Search. The new solution is designed to enable integration between KANA Agent IQ, the company's contact center knowledge base, with desktop search applications. Additionally, agents can publish new data directly to the knowledge base with the click of a button. The combination of desktop search capabilities and the KANA Agent IQ database is intended to ensure that agents can access information stored on the desktop directly from the knowledge base.
The integration of KANA Agent IQ and desktop search enables agents to continue working in the knowledge base while also pulling information from their own desktops. In addition, leveraging the "publish to IQ" function, the agent can add the data to the knowledge base once it is used, ensuring it can be shared across the contact center, and create a more efficient process for the agent. KANA Agent Desktop Search provides template solutions that enable direct access from within Agent IQ to desktop search applications. KANA Agent Desktop Search includes: access to custom documents not stored within the knowledge base; publishing of information from the desktop to the knowledge base; a familiar user interface for the agent; and faster retrieval of answers.