February 21, 2013 09:01 ET

KANA Positioned in the Leader Quadrant of the Gartner Magic Quadrant for CRM Web Customer Service Applications 2012 Report

Both KANA Enterprise and KANA Express Cloud-Based CRM Offering Move Up in This Year's Report, as Key Acquisitions Boost Company Resources and Ability to Execute

SUNNYVALE, CA--(Marketwire - Feb 21, 2013) - 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 flagship product, KANA Enterprise, has been positioned by Gartner, Inc. as a Leader in Gartner's 2012 "Magic Quadrant for CRM Web Customer Service Applications" report.

The Magic Quadrant assesses providers on completeness of two capabilities: completeness of vision and the ability to execute. Johan Jacobs, research director at Gartner and author of the report, writes, "Leaders demonstrate market-defining vision and the Ability to Execute against that vision through products, services, demonstrable sales figures and solid new references for multiple geographies and vertical industries. Clients report that these vendors deliver a high level of value and return on their commitment. The development team has a clear vision of the implications of business rules and the impact of Web customer service on customer service requirements. A characteristic of a Leader is that clients look to the vendor for clues as to how to innovate in customer service. When asked, their clients reply that this product has affected the organization's competitive position in their markets and helped lower costs. Leaders provide functionally diverse and rich Web customer service suites in which a knowledgebase solution is part of the integrated offering and can be deployed and supported globally, and have at least six of the eight Web customer service framework components supported as an OEM solution."

According to Gartner, Inc., at their basic level, CRM Web customer service applications handle a wide range of interaction channels, such as Web chat, email response management, knowledgebase for self-service, collaborative browsing, virtual assistants, video customer service, social customer service and mobile customer service. Gartner forecasts the web customer service market opportunity at $1 billion, which increased significantly from $90 million in 2012.

Johan Jacobs, research director at Gartner and author of the report, continues, "We have once again observed that more than 82% of multichannel product buyers prefer a more comprehensive web customer service suite, as opposed to a stand-alone single-channel or point-based product. The most often quoted technology reason is an attempt to avoid the problems, efforts and costs associated with trying to integrate multiple disparate channel solutions from a plethora of point-based product solution sets, as well as the challenges experienced to try to integrate different knowledge vendors' products into web customer service channel solutions." 

"We're pleased that KANA has once again been positioned in the Leader quadrant of the Gartner Magic Quadrant for CRM Web Customer Service Applications," said James Norwood, chief marketing officer for KANA Software. "Through the combination of Contextual Knowledge, Adaptable Processes, and Social Analytics, KANA Enterprise makes the prospect of servicing customers via the web exponentially more powerful and intuitive, enabling a richer more rewarding customer experience. This enables organizations to distinguish their brands by offering outstanding service in the days and months, even before a sale is made, resulting in relevant and meaningful customer journeys that help convert website visitors into paying customers."

"We're also pleased to see KANA Express, our cloud-based CRM offering, make its debut on the Gartner Magic Quadrant for CRM Web Customer Service Applications. KANA Express gives our customers the option of an on-demand deployment via the software-as-a-service (SaaS) model, which is ideal to meet the needs of the midmarket and smaller local government and public sector entities. And the next iterations of our KANA Express offering promise to deliver even more -- as we continue to roll out new features and key functionality to help midmarket businesses meet their multi-channel customer engagement requirements."

To access the full report, click here.

About the Magic Quadrant
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed 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. 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:
    Erin Lutz
    Lutz PR for KANA Software, Inc.
    +1 949 293 1055
    Email Contact