July 23, 2012 08:00 ET

KANA Named Finalist of the 2011 TMC Social CRM Award

KANA SEM Experience Analytics Delivers a Holistic Understanding of the Customer Experience by Analyzing Customer Conversations Within the Context of Their Actions

SUNNYVALE, CA--(Marketwire - Jul 23, 2012) - KANA Software, Inc., a global leader in customer service solutions delivered on-premise or in the cloud, and used by more than 900 commercial and public sector organizations worldwide, today announced that TMC, a global, integrated media company, has named KANA SEM Experience Analytics as a finalist of the 2011 TMC Social CRM Award, sponsored by Customer Interaction Solutions magazine.

Since 1982, Customer Interaction Solutions magazine has been the voice of the call/contact center, CRM and teleservices industries. The TMC Social CRM Award honored companies for their innovation, unique capabilities, and significant contributions toward enabling and improving social channel interactions.

SEM Experience Analytics delivers a holistic understanding of the customer experience by analyzing customer conversations within the context of their actions. Using advanced natural language processing (NLP) capabilities to automate the discovery of topics, meaning, trends, emerging issues, causality and sentiment in direct customer conversations, social interactions and pairing them with insight inferred from customer behavior, SEM Experience Analytics accurately identifies important customer conversations and delivers actionable insights to power engagement with your customers.

"Using social media, companies have the ability to not only measure and monitor customer satisfaction in real-time but can actively participate in the daily dialog that shapes their brand perception. TMC is proud to recognize KANA as a finalist of the TMC Social CRM Award for its achievement in advancing social communications," said Rich Tehrani, CEO, TMC.

The 2011 TMC Social CRM Award winners, finalists and honorees are published on the Customer Interaction Solutions' website,

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.

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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:
    Cecile Gregoire
    KANA Software, Inc.
    +1 650 618 4085
    Email Contact