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