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Kana Software Enhances Social CRM
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October 21, 2009

Kana Software Enhances Social CRM

By David Sims
TMCnet Contributing Editor

Kana Software has enhanced the social CRM capabilities of Kana 10, the company's service experience management platform. 

Specifically, Kana 10's "collective intelligence capabilities" can be used to assist agents in navigating processes, optimize cross-selling and up-selling offers, enhance search results ranking based on common search patterns and build communities of customers with similar interests and orientations, Kana officials say.

As part of this enhancement, Kana  also officials say they've entered into an OEM agreement with Baynote to integrate Baynote's Collective Intelligence Platform with Kana 10. This, officials say, will help "provide companies with predictive analytics based on the implicit patterns of customers visiting their Web sites."

Launched in June, Kana 10 is built upon IBM's (News - Alert) service-oriented architecture frameworks.

Social CRM is based on the idea that it's possible to employ the "wisdom of crowds" to improve service delivery. The way Kana officials explain their approach, "as customers search, shop, browse and work in forums, that information found to be most pertinent can be used to drive success for those that follow."

To that end, then, there's the integration of Baynote CIP and Kana 10, which "allows Kana's clients to capture and analyze customer experiences, and then to use that information to enhance the service experience" depending in part on "the collective input and insight of the crowd."

Baynote CEO Jack Jia said there is "a natural synergy" between the Baynote CIP and Kana 10: "The Baynote CIP allows businesses to deploy personalized on-site recommendations and social search."

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Stefania Viscusi

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