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Comcast Orders E-Mail Management System

By Matt Stump -- Multichannel News, 8/28/2001 12:27:00 PM

Comcast Cable Communications Inc. selected KANA Software Inc. to provide electronic-mail-management technology for customer inquiries at the MSO's 10 regional call centers.

Comcast plans to utilize KANA's 'Response Systems,' which allows Comcast subscribers to ask service questions and solve problems via e-mail.

KANA also provides centrally managed reporting statistics by region so Comcast executives can spot problem areas in customer service. This allows the MSO to provide faster and more personalized responses, KANA said.

Elsewhere, Comcast Business Communications announced its first customer in its Detroit system. CBC will provide high-speed Internet, Web-hosting and other data services to Sterling Group, which owns several commercial office buildings in downtown Detroit. CBC said it would add voice service in the first quarter of 2002.

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