Wednesday, July 01, 2009

KANA 10 - New Poster Child For Web 2.0 Self-Service

Yesterday, KANA announced the release of KANA 10, whose killer feature is the ability for call center executives to do self-service customization of call center workflow to meet changing business requirements.

KANA is using a customized version of WaveMaker studio that allows call center execs to configure the business workflow using a drag and drop interface.

KANA 10 shrinks a process that used to take months down to minutes - all thanks to WaveMaker!

According to KANA's CTO, Mark Angel, "WaveMaker's visual Ajax studio turbocharged our web development effort for KANA 10, cutting at least 50 percent of our UI development time compared to a standard Ajax library."

The following screenshot shows an agent dashboard built using WaveMaker and based on the Dojo Toolkit. Pretty snazzy huh?

The following screen is intended for end user self service and gives proof positive that Web 2.0 has entered the enterprise!

KANA 10 was built using WaveMaker and the IBM SOA Foundation and was developed in conjunction with IBM customers. KANA did a complete rewrite of their entire suite of applications in less than a year (we announced the WaveMaker/KANA deal 10 months ago)- a terrific validation for Web 2.0, the Dojo Toolkit, Ajax and SOA technologies.

1 comment:

Anonymous said...

When will these workflow grid/canvas functionality be available in the opensource edition? Or maybe should I ask the question this way: Is it possible to build the workflow schemas with the current 5.1.1 version without doing much of programming?