Cox Communications to Standardize Contact Center OperationsOn Aspect/Kana Integrated eRM Solution
SAN JOSE, Calif., and REDWOOD CITY, Calif., Dec. 18 /PRNewswire/ -- Aspect Communications Corporation (Nasdaq: ASPT), the leading provider of customer relationship portals, and Kana Communications Inc. (Nasdaq: KANA), a leading provider of enterprise relationship management (eRM) solutions, today announced that Cox Communications (NYSE: COX) will standardize its contact center operations on the Aspect/Kana integrated solution. This scalable and affordable integrated offering combines the award-winning Aspect(R) Customer Relationship Portal with Kana's industry-leading Web-architected eRM solution.
"The Aspect/Kana joint solution gives us the ability to deliver a consistent, personalized experience to our customers across all communications channels," said Kimberly Edmunds, vice president of customer service at Cox Communications. "The joint solution will allow us to tie all of our eBusiness applications together in a single, flexible platform, giving our customers a service experience that feels tailored specifically for each of them."
Cox Communications is among the nation's largest broadband communications companies, serving 6.2 million customers. The company offers an array of services including cable television access, local- and long-distance telephone services, high-speed Internet access, advanced digital video programming and commercial voice and data services.
"Kana's strength in the core elements of eRM, managing interactions among customers, partners and the enterprise, combined with Aspect's expertise in contact routing portal platforms and portal applications produces a very powerful, multichannel contact center solution," said Michael McCloskey, Kana CEO. "Cox Communications can now leverage a consistent and global view of each customer, enable every customer to interact with Cox through a variety of communication channels and reduce the costs of customer service."
"The Aspect/Kana offering was developed as an easy-to-implement, cost- effective solution for developing and managing customer relationships across all communication channels in order to deliver optimal customer experiences, maximize operational efficiency and increase profitability," said Beatriz Infante, Aspect's president and chief executive officer. "With this technology investment, Cox Communications can deploy an eRM strategy that gives customers the best possible service available, no matter how they initiate contact, while reducing the overall cost of managing customer relationships and increasing cross-sell and up-sell opportunities."
Cox Communications
Cox Communications serves approximately 6.2 million customers nationwide, making it the nation's fifth largest cable television company. A full-service provider of telecommunications products, Cox offers an array of services, including Cox Cable; local and long-distance telephone services under the Cox Digital Telephone brand; high-speed Internet access under the brands Cox@Home, Road Runner and Cox Express; advanced digital video programming services under the Cox Digital Cable brand; and commercial voice and data services via Cox Business Services. Cox is an investor in telecommunications companies including Sprint PCS and Excite@Home, as well as programming networks including Discovery Channel, The Learning Channel, Outdoor Life and Speedvision. More information about Cox Communications can be accessed on the Web at www.cox.com.
Kana Communications Inc.
Kana Communications Inc., a leading provider of Web-architected enterprise relationship management (eRM) solutions, delivers a broad range of world- class, integrated eBusiness and interaction applications with a modular and scalable platform for both Internet and Global 2000 companies. Kana solutions deliver personal portals that offer customers, partners and the enterprise a global view of their communications and relationships. This global view includes managing the full set of communications channels such as e-mail, Web, chat, instant message, VoIP, phone and person-to-person, as well as eBusiness and communications applications to integrate the marketing, sales and service functions. This full-service suite enables eBusinesses to compete and succeed in today's customer-driven economy. For more information about the solutions found in more than 800 companies, including eight of the 10 most trafficked Web sites, please visit Kana at kana.com.
Aspect Communications
Aspect Communications Corporation is the leading provider of customer relationship portals, a software platform for building and deploying eCRM (electronic customer relationship management) applications that enable businesses to ensure consistent interactions with their customers from one centrally managed eBusiness system. Aspect's leadership position in customer relationship management solutions is based on its 15-year history and more than 7,600 customer contact center implementations. Aspect is headquartered in San Jose, Calif., with offices in major cities worldwide. For more information about Aspect, visit the company's Web site at aspect.com or call 877-621-3692.
Aspect, the Aspect logo, the phrase "The Starting Point for eBusiness" and the phrases and marks relating to other Aspect products and services discussed in this press release constitute one or both of the following: (1) registered trademarks and/or service marks of Aspect Communications Corporation in the United States and/or other countries or (2) intellectual property subject to protection under common law principles. All other names and marks mentioned in this document are properties of their respective owners.
Kana Communications, Kana and the Kana logo are trademarks of Kana Communications Inc. All other company and product names may be trademarks of their respective owners.
Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995: Information in this release that involves Kana's and Aspect's projections, expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about Kana's and Aspect's strategies in the marketplace, their market positions and their relationships with customers. Examples of such statements include, but are not limited to, statements regarding: the Aspect/Kana joint solution giving customers the ability to deliver a consistent, personalized experience to customers across all communications channels, delivering optimal customer experiences, maximizing operational efficiency, increasing profitability, reducing overall costs of managing customer relationships, increasing cross-sell and up-sell opportunities and Cox Communications now being able to leverage a consistent and global view of each customer while reducing the costs of customer service. All forward-looking statements included in this release are based upon information available to Kana or Aspect as of the date of the release, and the companies assume no obligation to update any such forward-looking statements. These statements are not guarantees of future performance, and actual results could differ materially from current expectations. Factors that could cause or contribute to such differences include, but are not limited to, difficulties in coordinating the technologies and services of two companies that operate independently; competition; the successful integration of Silknet; increased competition due to Kana's expanded product offering; risks associated with the evolving and varying demand for eRM, eCRM, customer communication and similar software; Kana's ability to expand its operations; acceptance of e-mail and the Internet as communications media; litigation over property rights; general economic factors; any unforeseen technical difficulties or product errors related to Aspect's products or connectivity to third parties' telephony, front-office and back-office systems; technological or market changes that affect the continued acceptance of the use of telecommunications or eCRM tools for conducting business transactions; and Aspect's products' abilities to enable businesses to ensure consistent interactions with their customers from one centrally managed eBusiness system. These and other factors are risks associated with our business that may affect our operating results and are discussed in Kana's or Aspect's filings with the Securities and Exchange Commission (SEC), including each company's most recent annual report on Form 10-K and quarterly report on Form 10-Q.
SOURCE Kana Communications Inc.
CO: Kana Communications Inc.; Aspect Communications Corporation; Cox Communications
ST: California, Tennessee, Maryland
IN: CPR MLM TLS ENT
SU:
12/18/2000 09:16 EST prnewswire.com |
