KANA Express Listed as a Market Pillar in Info-Tech Research Group's Customer Service Market Landscape Report
SUNNYVALE, CA, Feb 13, 2013 (MARKETWIRE via COMTEX) --
KANA Software, Inc., a global leader in customer service solutions
delivered on-premise or in the cloud and used by more than 900
organizations worldwide, including half of the Global 100 and 250
government entities, today announced its Software-as-a-Service
(SaaS)-based KANA Express solution was included in a recent
evaluation of leading vendors in the Customer Service Management
market from industry analyst firm the Info-Tech Research Group, and
was categorized as among the solutions "best suited for mid-sized
Info-Tech Research Group Vendor Landscape reports recognize
outstanding vendors in the technology marketplace. Assessing vendors
by the strength of their offering and their strategy for the
enterprise, Info-Tech Research Group Vendor Landscapes pay tribute to
the contribution of exceptional vendors in a particular category.
For this Customer Service Management Vendor Landscape, Info-Tech
focused on evaluating those vendors that offer broad capabilities
across multiple platforms and that have a strong market presence,
primarily among mid-sized enterprises. The report assesses the
relative strengths of the solutions' features, usability,
affordability and architecture, as well as the overall market
strength of each vendor. The full Info-Tech evaluation is available
to download here.
Regarding the KANA Express offering, Info-Tech Research Group
acknowledged its strong social monitoring and listening capabilities,
and noted in the report, "Proactive management of social inquiries is
the true differentiator on the social front, not reactive response.
KANA Express Social Experience provides social listening
capabilities, powerful social analytics, and sentiment analysis."
Other strengths of the KANA Express offering noted in the evaluation
include the solution's "advanced search and knowledge base
capabilities, which include a virtual assistant -- support provided
by a chat robot." Also noted was the product's "sophisticated and
flexible reporting infrastructure ..., whereby reports can be
constructed based on various factors (e.g. channel volume) and can
assess performance against pre-defined service goals."
The Info-Tech Research Group report states that not all vendors are
appropriate for organizations of all sizes, and encourages
organizations to choose a vendor with a solution that is attuned to
their needs and requirements. To this end, InfoTech Research Group
categorized KANA Express as among those solutions evaluated that were
"best suited for mid-sized organizations."
According to Info-Tech Research Group: "KANA's entry into small and
mid-market customer service management extends the benefits of their
strong service knowledge management and customer interaction
management vendor skills to SMB. KANA is a viable vendor, and KANA
Express offers a solid feature set for a very reasonable price."
"Multi-channel customer service is now a strategic imperative for all
organizations," said James Norwood, CMO for KANA Software. "KANA
Express provides enterprise-grade multi-channel customer service
capabilities combined with affordable pay-as-you go pricing and
seamless integration with website and sales operations, enabling
mid-sized organizations to provide rich engaging customer support
without extensive and costly overhead."
A single, integrated platform ensuring consistent
customer service across all channels including phone, email, live and
automated chat, web self-service, and social media, KANA Express
unifies customer contact records and knowledge resources and
automatically delivers contextual help and information when and where
it is needed. The solution is scalable to handle hundreds of
thousands of transactions a day, even for businesses with as few as
20 call center agents.
At the heart of KANA Express is a centralized and powerful knowledge
base that automatically scans text in emails, chat sessions and web
self-service interactions to intuitively and quickly display relevant
answers and information across channels in seconds -- consistently
and accurately. The solution also features sophisticated integral
reporting and analytic capabilities that support proactive
performance management by providing real-time insight into the status
of each customer, department and agent. A powerful integration server
supports ease of connectivity with front office and unified
communication systems such as IVR, ACD, CTI and CRM, as well as back
office functions such as accounting and ERP systems.
Available on-demand, KANA Express is accessed via a web browser,
requires no separate hardware or software installation, and is
securely delivered, managed and monitored in the cloud by KANA.
Offering low cost of entry and lower TCO, KANA Express customers
benefit from world-class infrastructure without capital expenditures,
and guaranteed service level backed uptime. Day-to-day administration
of the system (including business continuity and disaster recovery)
is handled in a secure SAS 70 certified data center with the
applicable levels of redundancy, scalability and security. Customers
also benefit from flexible "pay-as-you-go" pricing; apart from the
initial implementation service, all other costs are paid as part of
an annual subscription.
About Info-Tech Research Group
With a paid membership of over
25,000 members worldwide, Info-Tech Research Group (www.infotech.com)
is the global leader in providing tactical, practical Information
Technology research and analysis. Info-Tech Research Group has a
fourteen-year history of delivering quality research and is North
America's fastest growing full-service IT analyst firm.
About KANA Software
KANA makes every customer experience a good
experience. A global leader in customer service solutions delivered
on-premise or in the cloud, KANA lets organizations take complete
control over customer service interactions, so they can take care of
customers, while managing costs and reinforcing brand. By unifying
and maintaining context for customer journeys across agent, web,
social and mobile experiences, KANA solutions have reduced handling
time, increased resolution rates and improved net promoter score
(NPS) at more than 900 enterprises, including half of the Global 100
and more than 250 government agencies. KANA is based in Silicon
Valley, California and has offices worldwide.
Follow KANA on Twitter: http://twitter.com/KANAsoftware
KANA is a registered trademark of KANA Software, Inc. All other
company and product names may be trademarks of their respective
Lutz PR for KANA Software, Inc.
+1 949 293 1055
[ Back To IBM News 's Homepage ]