Metavante Corporation, the financial technology subsidiary of Marshall & Ilsley Corporation (NYSE: MI), and KANA (Nasdaq: KANA), a leading provider of knowledge-powered customer service applications, have agreed to add the KANA Response Live solution to Metavante Corporate Electronic Banking.
This agreement will allow Metavante Corporate eBanking clients to interact with customer service representatives in real-time through secure text-chat, co-browsing and Internet callback. In addition, clients will have the ability to assess their customer needs, understand their banking behaviors and provide customers with online assistance to complete complex payment transactions. Metavante Corporate eBanking provides a comprehensive set of Internet banking, multi-bank services and collection and disbursements services that address the needs of corporate and middle-market customers.
KANA Response Live is a KANA Assisted-Service module for Web collaboration that enables companies to provide real-time interaction over the Web and reduce abandonment rates. It is designed to drive adoption of corporate online banking, improve cross-channel service capabilities and increase cross-sell opportunities. The interactive component allows clients to conduct remote training for new products.
"Our clients and their corporate customers rely on our ability to provide innovative solutions that improve online adoption," said Cary Serif, executive vice president and group executive, Metavante e-Finance. "The KANA solution facilitates complementary customer interaction that should benefit our clients."
The KANA Response Live solution helps companies more effectively reach, serve, and retain customers by offering a superior online experience. KANA Response Live integrates with the entire KANA iCARE suite, including KANA Response software for e-mail management and KANA IQ software for self-service.
"For financial services organizations, customers are demanding live customer service in order to receive immediate help with their inquiries," said Brian Kelly, executive vice president of marketing and product strategy at KANA. "Through KANA's partnership with Metavante, companies in the financial services industry can provide high value interactions for their customers while decreasing the amount of transactions that are abandoned by potential customers."