Universal American Deploys KANA to Take Control of Their Service Experience

Universal American Deploys KANA to Take Control of Their Service
Experience
KANAs Knowledge Management Solution Dovetails with Healthcare Provider’s
Healthy Collaboration SM Model
Sunnyvale, Calif. May 23, 2011 , KANA Software, Inc., a world leader in software solutions for Service
Experience Management (SEM), today announced that following selection last year, Universal American
has deployed KANA to deliver a consistent, world class customer service experience. A Fortune 500
company, Universal American provides traditional health insurance, Medicare managed care plans, and
Medicare prescription drug benefits to nearly 2 million people with Medicare. By deploying KANA’s
Knowledge Management solution across all business units within the company, Universal American
expects to improve customer satisfaction, reduce call handle time in call centers, and help agents find and
capture new knowledge quickly. More than 1,800 employees in the United States and the Philippines are
expected to have access to the system in 2011.
Known for its “Healthy Collaboration” model in which everyone works together for the benefit of the
member, Universal American wanted to make sure its customer service was following the same
collaborative model. Just like the family doctor of years past, Universal American encourages its
members to have one healthcare provider organizing their care. Similarly, KANA’s Knowledge
Management solution puts the sum total of intelligence within the company at call center agents’
fingertips, helping them answer member questions accurately and efficiently.
“Our ability to deliver an end‐to‐end solution made them the strongest partner in the market and the
clear choice for us,” said Kyle McDowell, Universal American’s Senior Vice President of Service
Operations. “KANA’s best of breed technology is supported by excellent consulting, training and managed
services – all critical for accomplishing our vision for customer service at Universal American.”
“Managing knowledge demands the unique combination of technology and best practices. KANA’s
solutions have proven successful in the world’s largest and most customer‐centric enterprises,
“commented Stuart Mills, KANA’s Vice President of Global Services. “In healthcare, the serviceexperience
is one of the most important barometers of success. We’ve been delighted to work closely with Universal
American to take their delivery of service experiences to the next level.”
Using “contextual search,” KANA delivers useful knowledge for every interaction, across channels,
automatically resolves cases and fully integrates with call center or contact center desktops. The
knowledge management solution puts the right answers at agents’ fingertips to increase first‐call closure
rates by an average of 25%. United American expects to receive the following benefits:

---

•
Service customers better and more consistently, while helping both novice and expert agents find
the right answer right away
•
Reduce call time and escalations with intelligent guidance and knowledge retrieval Shorten the
time to effectiveness with contextual search that makes every agent an expert without extensive
training
•
Quickly capture and reuse new knowledge for future cases, making the most of agents’ expertise
and front line experience
About KANA Software
KANA makes every customer experience a good experience. As the leader in Service Experience
Management (SEM), KANA gives managers total control over the customer service process, so they can
take care of their brand while taking care of customers. By unifying and adapting customer journeys
across the contact center, web site and social community, KANA's solutions have reduced handling time,
increased resolution rates and improved Net Promoter Score (NPS) at more than 600 enterprises,
including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley
and has offices worldwide.
For more information, visit http://www.KANA.com.
.Media Contacts
Vikas Nehru
vnehru@kana.com
001-650-387-3507
NOTE: KANA is a registered trademark of KANA Software, Inc. All other company and product
names may be trademarks of their respective owners.
Learn More about :-
customer service solutions
eservice
customer service chat

---