Contact Center Solutions Featured Article

KANA Receives 2012 CRM Excellence Award from Customer Interaction Solutions Magazine

May 09, 2012

KANA Software, Inc., a world leader in multi-channel customer service, has recently been recognized with a Customer Interaction Solutions 2012 CRM Excellence Award, in the Service Experience Management category.

Technology Marketing Corporation's Customer Interaction Solutions magazine has been the premier publication in the CRM, call center and teleservices industries since 1982.

The CRM Excellence Award winners are chosen on the basis of their product or service's ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire customer lifecycle.

KANA successfully demonstrated to the editors of Customer Interaction Solutions how its award-winning KANA Service Experience Management platform has brought about improvements in its clients' businesses. The SEM platform combines comprehensive Customer Relationship Management, Business Process Management, Knowledge Management, Analytics and Social Media to support the delivery of good experiences on brand and on budget across all service channels.

The platform allows organizations to take complete control over customer service interactions, so they can take care of customers, while managing costs and reinforcing brand.

"We are thrilled to be recognized with the CRM Excellence Award for SEM," said James Norwood, CMO, KANA, in a press release. "Leading B2C brands and government entities leverage KANA SEM to provide a complete customer-service ecosystem that delivers unprecedented visibility into, and control of, service processes and the customer experience. With KANA SEM, businesses can rapidly support optimal customer experiences across all channels."

KANA solutions have been able to reduce handling time, increase resolution rates and improve net promoter score at more than 850 enterprises, including half of the Global 100 and more than 250 government agencies.

In related news, KANA Software, Inc. has completed its acquisition of privately held Trinicom, a provider of cloud-based Web customer service and customer interaction software.

Edited by Brooke Neuman