September 21, 2011 08:00 ET

Independent Research Firm Names KANA a "Leader" in the Magic Quadrant for CRM Web Customer Service

Evaluation Based on Completeness of Vision and Ability to Execute

SUNNYVALE, CA--(Marketwire - Sep 21, 2011) - KANA Software, Inc., a world leader in software solutions for Service Experience Management (SEM), today announced that it has been recognized as a Leader by Gartner, Inc in the 2011 Magic Quadrant for CRM Web Customer Service*. The annual report tracks changes in the web customer service software markets and analyzes market dynamics. KANA's evaluation is based on completeness of vision and ability to execute.

"We believe our positioning in the Leaders quadrant is a strong confirmation of KANA's vision. With Service Experience Management (SEM), KANA has delivered a category defining solution that gives customer service managers' total control over their service experiences," said James Norwood, CMO of KANA. "Built on a context-aware service-oriented architecture (SOA), KANA SEM uniquely unifies customer journeys across the contact center, web site, and social community to deliver a complete and valuable vision for web customer service."

KANA Service Experience Management
KANA SEM has ushered in a new era of flexibility and control for web customer service by empowering customer service managers to rapidly design and deploy their customers' entire service experience processes. SEM transcends traditional solutions in which critical customer information resides in separate applications or silos that are difficult to integrate, making it hard for businesses to adjust quickly to changing business conditions.

"Gartner's in-depth evaluation process is unmatched in the industry," said Mark Duffell, Chairman, President and CEO of KANA. "We are honored to be positioned as a leader and believe this recognition is a direct result of our commitment towards our customers' success. Our focus on customers and delivering innovative solutions for their service operations will enable them to achieve their strategic goals and in turn help fuel our growth and success."

*Gartner, Inc., Magic Quadrant for CRM Web Customer Service, Johan Jacobs, September 19, 2011.

About the Magic Quadrant
The Magic Quadrant is copyrighted 2011 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About KANA Software
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of their customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved Net Promoter Score (NPS) at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide. For more information, visit

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KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

Contact Information

  • Contact:
    Vikas Nehru
    KANA Software, Inc.
    Email Contact