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KANA Enterprise Positioned as Leader in Gartner's 2012 Magic Quadrant

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KANA Enterprise Positioned as Leader in Gartner's 2012 Magic Quadrant

February 22, 2013
By Shamila Janakiraman
TMCnet Contributor

KANA Software, specializing in cloud-based and on-premise customer service solutions, announced that KANA Enterprise its CRM Web customer service application has been positioned as a leader by Gartner (News - Alert) in its 2012 Magic Quadrant for CRM Web Customer Service Applications report.

James Norwood, chief marketing officer for KANA Software commented, “We’re pleased that KANA has once again been positioned in the Leader quadrant of the Gartner Magic Quadrant for CRM Web Customer Service Applications.”

KANA Enterprise leverages contextual knowledge, adaptable processes, and social analytics to service customers on the Web making the interaction on the Web a rewarding customer experience. Organizations can enhance their services and effectively convert website visitors into paying customers, pointed out Norwood.

Another product from KANA Software, the KANA Express, a cloud-based CRM offering has also made it to the Gartner Magic Quadrant for CRM Web Customer Service Applications. KANA Express offers customers the option of an on-demand deployment via the Software-as-a-Service (SaaS (News - Alert)) model.

Johan Jacobs, research director at Gartner and author of the report, revealed, “Leaders demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures and solid new references for multiple geographies and vertical industries.”

The Gartner’s Magic Quadrant assesses providers on their completeness of vision and the ability to execute. Gartner selects a leader based on certain qualities such as the provision of functionally diverse and rich Web customer service suites in which a knowledgebase solution is part of the integrated offering. The product must be available for deployment and support globally, and should feature at least six of the eight Web customer service framework components supported as an OEM solution.

Analysts at Gartner further added that in the basic level, CRM Web customer service applications cover interaction channels like Web chat, e-mail response management, knowledgebase for self-service, collaborative browsing, virtual assistants, video customer service, social customer service and mobile customer service.

Recently, KANA announced that its Software-as-a-Service (SaaS)-based KANA Express solution was included in an evaluation of leading vendors in the Customer Service Management market by industry analyst firm Info-Tech Research Group, and was categorized among the solutions that were “best suited for mid-sized organizations.”

Edited by Brooke Neuman
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