April 29, 2013 08:00 ET

KANA to Speak on Mobile, Social Customer Service for the Utilities/Public Sector Collaborative Contact Center at CS Week 311 Synergy Group

Dialogue Will Focus on Addressing the Full Depth and Breadth of Customer Service Requirements in a Seamless and Omni-Channel Manner for Exceptional Citizen Service

SUNNYVALE, CA--(Marketwired - Apr 29, 2013) - KANA Software, Inc., a global leader in customer service solutions used by more than 900 organizations worldwide, today announced that KANA Public Sector Spokesperson Steve Carter will be a featured speaker at this year's CS Week 311 Synergy Group, focusing on the full continuum of customer service needs and requirements to address the growing trend of collaborative utility and 311 public sector contact centers.

Held at the Tampa Convention Center in Tampa, Fla., prior to the official start of the CS Week customer service conference for managers and executives at investor-owned utilities, cooperatives, municipalities and government entities, the CS Week 311 Synergy Group is expected to have representatives from 40 to 50 North American cities in attendance. The CS Week 311 Synergy Group provides a professional, unbiased environment for in-depth and ongoing discussion of current issues and common interests among current and prospective 311 customer contact managers throughout North America. KANA is a Diamond Sponsor of the 311 Synergy group.

Carter's presentation, Digital by Default: Mobile Apps and Social Media to Improve Citizen Service Response, will take place today, Monday, April 29 from 4 to 5 p.m. EDT. Carter will share how local governments are integrating mobile and social media tools, such as Facebook, Twitter, third-party smart phone apps and websites, and other third-party applications, with government service order systems to streamline work order management processes and improve citizen service response and delivery.

"The CS Week 311 Synergy Group plays an important role in facilitating discussion on the growing trend of co-op partnership among utilities and local government agencies in sharing contact center infrastructure for improved citizen service, greater efficiency and cost savings," said Carter. "While 311 customer service is a location-focused model, utility customer service tends to be a customer-account-based model -- while there's an interconnectedness from a public service perspective, the two types of calls have distinctively different requirements. Many of our clients are delighted to find that they can address the full depth and breadth of customer service requirements in a seamless and omni-channel manner -- leveraging KANA Lagan functionality to address 311 service requests and KANA Enterprise functionality to address account-based customer service requirements."

About KANA Software
KANA understands the value of great Customer Service experiences. We know every channel through which a customer communicates with -- and about -- your brand. We provide on-premises and cloud solutions for large enterprises and mid-market organizations, and 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 scores (NPS) at more than 900 enterprises -- 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.

Contact Information

  • Contact:
    Ryan Zuk
    KANA Software, Inc.
    +1 626 275 7625
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    Erin Lutz
    Lutz PR for KANA Software, Inc.
    +1 949 293 1055
    Email Contact