April 17, 2012 09:01 ET

KANA Introduces Enterprise-Class Social CRM

Putting Social Media to Work in the Contact Center, KANA Enables Enterprises to Listen to Conversations, Derive Insights, and Engage With Customers

SUNNYVALE, CA--(Marketwire - Apr 17, 2012) - KANA Software, Inc., a global leader in customer service solutions used by more than 600 enterprises including half of the Global 100 and more than 200 government agencies, today introduced a powerful new social media listening and engagement solution to address the emerging requirements of today's customer experience imperative.

This latest offering from KANA further defines the role of the new customer contact center in supporting responsive, rich engagement, reducing costs in the contact center and improving customer retention. The award winning KANA Service Experience Management (SEM) platform combines comprehensive Customer Relationship Management (CRM), Business Process Management (BPM), Knowledge Management, Analytics and Social Media to support the delivery of exceptional experiences on brand and on budget across all service channels.

Consumers are today connecting with brands in a fundamentally new way -- and in a large way through social media channels. Forward-thinking businesses are realizing the tremendous opportunity in leveraging social media for customer service -- attracting and retaining customers by leveraging these interactions to create value and loyalty. Outreach and troubleshooting can be customized and executed in a cost effective manner, and with the right tools, commercial and public sector organizations alike can monitor conversations and collect useful information around the conversations they have with customers and constituents.

The KANA Social Listening and Engagement solution effectively combines the benefits of social media with customer service. Combining the advanced Natural Language Processing (NLP) and text analytics capabilities of KANA Experience Analytics with KANA's adaptable service experience capabilities, the solution provides the ability to accurately listen to and identify important social conversations, derive meaningful insights, and enable agents to effectively engage customers with context driven workflows and knowledge.

Key features of the KANA Social Listening and Engagement solution:

  • A seamless end-to-end listen and engage solution allows customers to interact through their preferred channels.
  • Ability to reliably identify important customer conversations in social media and customer communications in real time.
  • Powerful text analytics algorithms identify sentiment, topics, and issues in social and customer communications and automatically route to appropriate stakeholders within the organization.
  • Automated case creation from social and customer feedback data sources.
  • Contextual charting to display relevant topics, trends, and sentiment in the agent workflow.
  • Knowledge articles delivered to agent based on sentiment and topic for streamlined case resolution.
  • Links to contextual knowledge and relevant answers sent to customers through their preferred interaction channel.

Making Social Core to the Contact Center
Few social CRM tools were designed to address key contact center business requirements such as process management, measurement and governance. KANA effectively integrates social CRM tools such as voice of the customer (VOC) listening, conversation mining, and sentiment analysis with collaborative case management into the fabric of the customer service contact center environment; this enables organizations to grasp the power of social media channels to support the customer service experience within the constructs of these business demands.

"To date, there has been a tremendous chasm between social media platforms and traditional customer service platforms," said Mitchell Kramer, analyst and senior consultant with industry analyst firm Patricia Seybold Group. "Social media listening tools alone are not the ideal technology platforms from which to deliver social customer service. Additional tools are needed to bridge the gaps amongst listening engines, social applications, traditional customer service and CRM applications. There is tremendous value in social listening and engagement solution platforms that are engineered for customer service and that integrate the contact center. These platforms automate the analysis of social posts, the creation of cases from them, and the routing of these cases to customer service systems for most appropriate handling."

"Social media solutions are good at building relationships and collaboration; traditional customer service solutions are good at metrics, process and managing costs. KANA's Social Listening and Engagement solution bridges this longstanding gap between social and traditional customer service," said James Norwood, CMO of KANA. "Our solution uniquely enables enterprises to apply the same governance and service levels to social service conversations as they do with traditional service channels. This solution is key to our mission of empowering the enterprise to control and unify customer journeys across web, agent, mobile and social experiences."

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 Service Experience Management (SEM) 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 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley, California and has offices worldwide.

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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:
    Erin Lutz
    Lutz PR for KANA Software, Inc.
    Email Contact