February 19, 2013
KANA Brings Customer Interaction Management Benefits to the Mid-Market Call Center
By Amanda Ciccatelli
TMCnet Web Editor
In the business world the importance of retaining existing customers and expanding business is integral. In fact, the better a business can manage the relationships it has with its customers the more successful it will become. The more opportunities that a customer has to conduct business with your company the better, but with the more channels you have, it becomes more important to manage your interaction with your customer base.
It has been proven that positive and productive customer interactions build successful brands. One company that has mastered the art of developing effective customer interaction solutions, KANA Software, makes every customer experience a good experience. The company gives call center managers complete control over the customer service process so they can take care of their brand while taking care of customers.
KAN,A a provider of on-premise or cloud customer service solutions, has unveiled that its SaaS (News - Alert)-based KANA Express solution was categorized as “best suited for mid-sized organizations” in an evaluation of vendors in the Customer Service Management market from industry analyst firm, the Info-Tech Research Group.
Info-Tech Research Group Vendor Landscape report recognizes innovative vendors in the technology marketplace by assessing vendors by the strength of their offering and strategy for the enterprise. For this Customer Service Management Vendor Landscape, Info-Tech focused on evaluating vendors that offer broad capabilities and have a strong market presence among mid-sized enterprises.
Specifically, Info-Tech acknowledged KANA’s social monitoring and listening capabilities. It said in the report, “Proactive management of social inquiries is the true differentiator on the social front, not reactive response. KANA Express Social Experience provides social listening capabilities, powerful social analytics, and sentiment analysis.”
“Multi-channel customer service is now a strategic imperative for all organizations,” said James Norwood, KANA CMO, in a statement. “KANA Express provides enterprise-grade multi-channel customer service capabilities combined with affordable pay-as-you go pricing and seamless integration with website and sales operations, enabling mid-sized organizations to provide rich engaging customer support without extensive and costly overhead.”
The KANA Express offering’s other strengths include advanced search and knowledge base capabilities, including a virtual assistant with live chat robot support. Additionally, the product’s flexible reporting infrastructure was noted, whereby reports can be constructed based on factors and can assess performance against pre-defined goals. According to Info-Tech, KANA's entry into small and mid-market customer service management extends the benefits of its service knowledge management and customer interaction management vendor skills to SMBs.
As 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 as well as delivers contextual help and information when it is needed.
KANA Express also has knowledge base that automatically scans text in emails, chat sessions and Web self-service interactions to intuitively display relevant information across channels in just seconds. This solution also features sophisticated analytic capabilities that support proactive performance management by providing real-time insight into the status of each customer, department and agent.
Moreover, a powerful integration server supports connectivity with front office and unified communication systems like IVR, ACD, CTI (News - Alert) and CRM, as well as back office functions like accounting and ERP systems.
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.
Edited by Ashley Caputo