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KANA Software, a provider of customer service software delivered on premise or in the cloud, has launched its new global cloud computing solution called KANA Express.

The multi-channel Web customer service software provides mid-sized businesses and subsidiaries with a single, integrated platform ensuring consistent customer service across all channels including phone, e-mail, live and automated chat, Web self-service, and social media.

Featuring a centralized and powerful knowledge base, the new customer service software also consolidates customer contact records and knowledge resources to automatically deliver contextual help and information when and where it is needed.

The customer service software can automatically scan e-mails, chat sessions and Web self-service interactions to intuitively and quickly display relevant answers and information across channels accurately and quickly. With its reporting and analytic capabilities, the solution provides real-time insight into the status of each customer, department and agent.

Further, KANA Express customer service software features a powerful integration server that supports ease of connectivity with front office and unified communication systems such as IVR, ACD, CTI (News - Alert) and CRM, as well as back office functions such as accounting and ERP systems.

The service can be delivered on demand via cloud using a Software-as-a-Service (SaaS (News - Alert)) model. With this model, mid-sized businesses get access to the infrastructure previously out of reach for them. KANA Express empowers mid-sized organizations with an on-line focus to gain rapid, affordable access to multi-channel Web customer service and contact center technology, according to company officials

"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, in a statement.

"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,” Norwood added.

KANA Express customer service software suite consists of KANA Express Agent Experience, KANA Express Web Experience, KANA Express Mobile Experience and KANA Express Social Experience.

The company claims that KANA Express delivers exceptional improvements in the execution of customer engagement initiatives, such as an increase in e-mail productivity by 25 percent; same-day e-mail response 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.

Recently KANA Software  announced its KANA Enterprise Agent Desktop solution has been named to the prestigious KMWorld Trend-Setting Product of 2012 list.

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