Bertelsmann installs Kana's eCRM software

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Gutersloh, Germany--Bertelsmann Marketing Service GmbH, the direct marketing arm of parent Bertelsmann, on Monday announced it has installed Menlo Park, Calif.-based Kana Software Inc.'s eCRM software, Kana Response, in its 13 call centers worldwide with 11,000 customer service representatives. The new software will enable Bertelsmann to route its large volume of e-mail inquiries in multiple languages to a call center. Bertelsmann chose Menlo Park, Calif.-based Kana after a review of several vendors. The new solution has reduced average e-mail response time from 10 minutes to an average of 1.5 minutes, Bertelsmann said.
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