KANA Software introduces new multi-channel web customer service solution

Sep 06, 2012 (Datamonitor via COMTEX) -- KANA Software, Inc, a provider of customer service solutions delivered on-premise or in the cloud, has introduced its KANA Express multi-channel web customer service solution aimed at mid-sized businesses and divisions and subsidiaries of global brands.

KANA Express offers comprehensive and end-to-end customer service and interaction management capabilities delivered on-demand via the cloud using a Software-as-a-Service (SaaS) model, which provides access to enterprise level performance, support, and infrastructure previously out of reach for mid-sized businesses while reducing operational costs, the company said.

KANA Express was designed to empower mid-sized organizations with an on-line focus to gain access to multi-channel web customer service and contact center technology. A single, integrated platform ensuring consistent customer service across all channels including phone, email, live and automated chat, web self-service, and social media, KANA Express unifies customer contact records and knowledge resources and delivers contextual help and information when and where it is needed.

The solution also features integral reporting and analytic capabilities that support proactive performance management by providing real-time insight into the status of each customer, department and agent. An integration server supports ease of connectivity with front office and unified communication systems such as IVR, ACD, CTI and CRM, as well as back office functions such as accounting and ERP systems.

Technology and customer service KANA Express aligns with a dual focus on customers and technology as crucial growth drivers for mid-market enterprises in a down economy. Available on-demand, KANA Express is accessed via a web browser, requires no separate hardware or software installation, and is delivered, managed and monitored in the cloud by KANA.

Offering low cost of entry and lower TCO, KANA Express customers benefit from infrastructure without capital expenditures, and guaranteed service level backed uptime. Day-to-day administration of the system (including business continuity and disaster recovery) is handled in a SAS 70 certified data center with the applicable levels of redundancy, scalability and security. Customers also benefit from "pay-as-you-go" pricing; apart from the initial implementation service, all other costs are paid as part of an annual subscription.

KANA Express Web Experience provides customer-facing web applications including Web self-service (with natural language search, FAQ, auto-suggestion, and portal services), Live Chat, Virtual Assistant (automated chatbot), and Web form submission. Via these powerful and flexible offerings and focused knowledge management, companies who rely on online can improve the effectiveness and consistency of service delivery alongside transactional self service by ensuring that customers always find the answers they need at the right moment.

KANA Express Mobile Experience provides smartphone applications for customer service, while KANA Express Social Experience provides social monitoring and analytics, allowing organizations to listen to and identify important messages in social media, and engage directly with customers.

"Mid-market companies must match or exceed the level of customer engagement of their enterprise peers to stay competitive and relevant, yet are especially challenged in doing so due to smaller budgets and IT staffing," said James Norwood, CMO for KANA.

"KANA Express offers exceptional multi-channel web customer service functionality with the requisite reliability, ease of use, proven low total cost of ownership (TCO), and rapid return on investment that only the cloud can offer, enabling mid-sized businesses to successfully execute on their customer experience strategies." http://www.datamonitor.com Republication or redistribution, including by framing or similar means, is expressly prohibited without prior written consent. Datamonitor shall not be liable for errors or delays in the content, or for any actions taken in reliance thereon

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