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KANA Introduces KANA Express

TMCnews Featured Article


August 27, 2012

KANA Introduces KANA Express

By Paula Bernier, Executive Editor, TMC


KANA Software Inc. now offers KANA Express, a cloud-based multi-channel web customer service solution aimed at mid-sized businesses and divisions of large enterprises. The product ensures consistent customer service across phone, e-mail, live and automated chat, web self-service, and social media channels by unifying customer contact records and knowledge resources.


“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,” says James Norwood, CMO for KANA.

Adding,“KANA Express offers exceptional multi-channel web customer service functionality with the requisite reliability, ease of use, proven low total cost of ownership, and rapid return on investment that only the cloud can offer, enabling mid-sized businesses to successfully execute on their customer experience strategies.”

The company says that companies using the solution have realized increases in e-mail productivity by 25 percent; same-day e-mail responses of more than 95 percent; reduction in incoming e-mail by 50 percent; and web self-service issue resolution/satisfaction of more than 90 percent.

KANA is a customer service solutions provider. As previously reported by TMCnet, this summer, the company acquired Sword Ciboodle (News - Alert), which also plays in this space, for an undisclosed sum.

“KANA is creating a new global customer service leader that is increasingly the choice for mid-sized and large enterprises alike, serving both the public and private sectors, with solutions available [on premises] or in the cloud,” said KANA president and CEO Mark Duffell in announcing the news.

Adding, “With the acquisition of Ciboodle, we are bringing together two significant enterprise players in the customer experience management arena with strengths in depth for both the contact center and for web customer service.”

The combination, he added, accelerates each company’s product roadmap – which together address important new trends including big data analytics, cloud computing and mobility – by 12 to 18 months.

KANA prides itself on its reputation for providing e-mail response management, knowledge management, web self-service, and live chat/web customer service. Ciboodle, according to the companies, is best known for its business process management, dynamic case management and agent desktop solutions. 



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