Finland's OKO Bank has selected Kana IQ software to deliver up-to-date information on its 3 million customers to front-line sales staff.
The package analyses customer information to present sales reps with cross-sell opportunities for other banking products. By 2004, the bank hopes to extend its initial use of the Kana software to include online self-service support for banking customers and online self-service problem resolution and product or service information for employees.
Helena Lappalainen, vice president, head of contact centre development unit, OKO Bank: "We selected Kana because of its good technical fit with our existing systems - it's easy to integrate and we can implement the solution bit by bit across the organisation, which is in line with our long term customer service strategy."