SOURCE: KANA Software, Inc.

KANA Software, Inc.

December 09, 2013 09:00 ET

New Release of KANA Enterprise Unifies Multinational, Multilingual Customer Service Across Channels

Xerox Among Growing List of Customers Leveraging KANA Enterprise to Support Global Knowledge Management and Customer Experience Initiatives

SUNNYVALE, CA--(Marketwired - Dec 9, 2013) - KANA Software, Inc., a global leader in customer service solutions used on-premises or in the cloud by more than 900 organizations, today introduced a major new release of its powerful KANA Enterprise solution, featuring new multinational knowledge management and additional functionality designed to speed global customer service administration and further reduce the overall cost to serve.

A longtime user of KANA email and knowledge solutions, Xerox, one of the world's most recognizable brands, plans to leverage new multilingual knowledge management capabilities within the end-to-end KANA Enterprise customer service platform.

"The Xerox Technology business is truly excited about the future of knowledge management to be achieved via the omni-channel capabilities of KANA Enterprise," said Barry Tisdale, customer contact platforms manager for Xerox. "By integrating our process, equipment and customer knowledge into all of our daily interactions, Xerox will soon be able to provide more efficient and improved customer experiences to all our global partners."

Multilingual Knowledge Management and Enhanced Reporting Improve Service Delivery
New KANA Enterprise multilingual knowledge management helps agents provide the same level of support to customers worldwide with appropriate translations, language switching and multilanguage searching. Enhanced reporting infrastructure allows easier and faster queries and out-of-the-box reports so organizations can assess the state of individual and overall customer service initiatives, and identify opportunities for performance improvements.

Efficiencies Empower Administrator and Agent Productivity
The latest KANA Enterprise release offers new functionality to address the needs of business and technical administrators who are responsible for managing customer support strategies and for achieving substantial return on technology investments. Administrators and authors can easily repurpose content in multiple documents to affordably ensure consistent knowledge sharing. An enhanced administration interface supports easier and faster KANA Enterprise implementations, and simple design tools give end users more power to modify business objects and advance workflow as needed.

KANA Enterprise has been rapidly adopted by organizations looking to transform their global customer experience initiatives, including eircom, Garmin, NRMA Insurance, Salmat, TYME Mobile Money and Wheatley Group, as well as businesses in the airline, financial services, telecommunications, insurance, technology and retail industries, among others.

"KANA Enterprise debuted in April as the industry's first unified platform supporting both agent-based and self-service capabilities for seamless customer service across the phone, email, Web, mobile, chat and social channels," said James Norwood, CMO for KANA Software. "Since then, we've seen significant demand from both new and existing customers to deploy its advanced customer engagement capabilities -- many of those being large multinational organizations with far-reaching customer service operations that span multiple countries with the need to support many different languages. Today we're introducing new enhancements aimed at improving the cost to serve and ease of operation to enable even faster and higher return on investment for our B2B and B2C clients."

The latest release of KANA Enterprise is available today, offering choice and flexibility in licensing and deployment scenarios, including cloud, on-premises and hybrid models.

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. 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

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    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
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