SUNNYVALE, CA--(Marketwired - Apr 30, 2013) - KANA Software, Inc., a global leader in customer service solutions used by more than 900 organizations worldwide, today announced KANA Enterprise, the industry's first end-to-end omni-channel customer service suite, is now available for on-premises, cloud and hybrid deployments. The new KANA Enterprise will make its debut this week at the Gartner Customer 360 Summit in San Diego (Booth # 315) alongside new KANA corporate branding to support the largest product release in the company's history. KANA Enterprise customer Cox Communications will also be a featured speaker during Gartner's conference (May 1, 6:50 p.m., Solution Showcase Theater).
"KANA helps enterprises and municipalities manage customer service consistently across every communication channel," said James Norwood, chief marketing officer for KANA Software. "This is a transformational journey and -- given KANA has undergone its own evolution acquiring technologies, innovating and entering new markets -- it is time to present a new, comprehensive brand promise reflecting how KANA empowers organizations to create experiences that count for their customers."
KANA Enterprise builds on the KANA exclusive customer service focus and incorporates functionality from recent acquisitions to support end-to-end enterprise customer experience strategies with dynamic case management, Web self-service, proactive and mobile chat, co-browsing, social listen and response, email and whitemail management, and advanced knowledge management.
"Today's customer expectations demand that everyone within an organization serve customers," continued Norwood. "KANA Enterprise provides all personnel relevant context about each customer so issues can be fulfilled individually or collaboratively in a consistent and timely manner, delivering brand experiences that retain customers, improve their lifetime value and reduce the total cost to serve."
KANA Enterprise is positioned as a Leader in Gartner's current Magic Quadrant for CRM Web Customer Service Applications, which evaluates vendors' completeness of vision and ability to execute.
"KANA's 'Everyone Serves' focus reinforces that customer experience is an enterprisewide mandate," noted industry guru Chuck Schaeffer on CRMSearch.com. "With its new release, KANA continues to demonstrate advancements over agent, Web, social and mobile channels. Leveraging a single technology stack helps customers better understand the longer-term implications for their technology investment and should help KANA continue its innovation pace."
Cox Communications to Share Web Self-Service Best Practices
During the Gartner Customer 360 Summit, Cox Communications senior analyst of online content Katie Grist will detail how the cable entertainment and broadband services provider has evolved its customer Web self-service strategy using KANA Enterprise. Cox embraces social media and knowledge management capabilities across multiple self-service channels, and leverages dynamic reporting to drive continuous improvements that reduce its total cost to serve.
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 www.kana.com, 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.