SOURCE: KANA Software, Inc.

KANA Software, Inc.

May 31, 2013 10:12 ET

KANA Announces Global Customer Award Winners for Commercial Sector

Accolades Recognize Organizations Defining the Next-Generation of Customer Service and Customer Experience Management

SUNNYVALE, CA--(Marketwired - May 31, 2013) - KANA Software, Inc., a global leader in customer service solutions delivered on-premises or in the cloud and used by more than 900 organizations worldwide, including many of the world's best known global brands and 250 government entities, today announced commercial sector winners for its 2013 global customer awards program. The program recognizes companies that are delivering the future of customer service through next-generation customer experience management and engagement to drive outstanding business performance, productivity, and customer centricity.

"In today's business environment, customer experience has never been more important to ensure brands make an enduring and indelible impression in the minds of consumers," said Steven Thurlow, head of Worldwide Product Strategy, KANA Software. "The judging was tremendously difficult given that the vast majority of today's biggest brand names who are leveraging KANA technology are pioneering what's next in customer service. We congratulate our winners for their innovative pursuits and are pleased to help champion their success."

The KANA 2013 Global Customer Award Program winners are as follows:

Best Agent Experience Winner: Vistaprint 
Serving more than 50 million customers worldwide as a leading provider of professional marketing products and services to organizations and consumers, Vistaprint sought a customer engagement solution to empower its more than 1,000 agents, located in five contact centers, with a single view of interactions to significantly improve the customer experience. The initial deployment of a KANA technology unified desktop application resulted in the ability to support five languages via phone and email channels in just six months. The company was an early adopter of chat functionality, making a marked improvement in channel shift and efficiency. As the "Best Agent Experience" winner, Vistaprint clearly demonstrated how improvements for the contact center agent/customer service advisor allowed staff to work smarter and make every customer's experience count. 

Best Web Experience Winner: Carphone Warehouse
Multichannel mobile phone retailer Carphone Warehouse showcased how improvements to the Online/Web Self-Service experience helped customers help themselves through the use of KANA knowledge management for customer help and support and KANA email management within its contact centers. With the help of KANA knowledge management, Carphone Warehouse agents can access a single database for quickly diagnosing and correctly answering customer questions. An intuitive "Device Advice" support tool also provides customers with Web self-help information to master all aspects of their new technology purchase. This tool is available in stores and contact centers to provide assistance and obtain customer feedback for enhancing overall customer experience. These combined efforts have helped Carphone achieve an 89-percent first-time resolution rate.

Channel Shift Champion Winner: Conrad Electronic NL
Conrad Electronic Benelux, a subsidiary of Conrad Electronic SE, is Europe's largest online supplier of electronic products, which offers more than 180,000 products to its more than 14 million customers. With rapid corporate growth impacting the customer contact department, Conrad implemented the KANA Express solution to centralize all knowledge and enabled agents to respond to inquiries more efficiently. Furthermore, Conrad leveraged Web Self-Service, Email Management, Call Management, Live Chat and Virtual Assistant to exponentially reduce the number of incoming emails and increase the use of its self-service portal with the support of a centralized knowledge bank, support new customer service channels, and migrate customer contacts from one channel to another.

Transformation of the Year Winner: Capita Life and Pensions
Capita Life and Pensions is the United Kingdom's market leader for outsourced life and pension administration. It services more than 21 million policies for more than 20 leading life and pension companies throughout the UK and India. Capita uses a fully integrated desktop agent that creates a common agent interface and a single view of the customer across all channels. The application is accessed by more than 1,000 people across Capital Life and Pensions in the UK and India, and the company experienced improved productivity and customer experience including average handle time reductions of up to 30 percent for phone calls and 15 percent for back-office transactions, as well as first-time resolution rates peaking at 50 percent for many call types. Capita clearly demonstrated a customer service transformation that has had a marked impact on customer/citizen experience. In addition, the organization was highly commended in the "Best Agent Experience" category for significant improvements for the contact center agent using KANA solutions.

Global Customer Awards program judges consisted of KANA senior executives and technology industry leaders, including Joe Dignan, Chief Analyst, Public Sector, Ovum; Esteban Kolsky, Principal and Founder, thinkJar Research; and Mitch Lieberman, Managing Partner, DRI - Discover/Reinvention/Integration. 

About KANA Software
KANA understands the value of great Customer Service experiences. We know every channel through which a customer communicates. We provide on-premises and cloud solutions for large enterprise, mid-market and public sector organisations. By unifying and maintaining context for customer journeys across agent, Web, social and mobile experiences, KANA solutions have reduced handling time and increased resolution rates at more than 900 organisations worldwide -- including many of the Fortune 500 and more than 250 government agencies. At KANA, we help create differentiated and personalized customer experiences that count.

KANA is based in Silicon Valley, California and has offices worldwide. For more information visit, phone +1 800-737-8738, and follow KANA on Twitter @KANAsoftware.

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

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