Tweet

Company: KANA Software, Inc., Sunnyvale, CA
Company Description: KANA Software, Inc.is a global leader in customer service solutions delivered on- premises or in the cloud and used by more than 900 organizations and government agencies worldwide. Founded in 1999, Kana has grown through a strong combination of organic execution and strategic acquisitions. They are based in Silicon Valley, California and employ more than 900 people worldwide.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Relationship Management Solution – New Version

Nomination Title: KANA Enterprise Customer Service Management Suite

Tell the story about this nominated product or service (up to 525 words). Describe its function, features, benefits, and sales to date:

The industry’s first omni-channel customer service suite covering the full spectrum of customer service communication channels, KANA Enterprise provides consistent data across each channel to empower both agents and customers on one unified platform.

Used by more than 900 organizations and government agencies worldwide, KANA is synonymous with customer service. The culmination of 20 years’ customer service experience and two decades of application development in each channel, KANA Enterprise provides deep context awareness of the past, present and potential journey of the customer at any moment. A unified platform supports agents and customers via a potent mix of technologies across the contact center, web, mobile, and social spheres. Its breadth of capabilities combines dynamic case management; web self-service; proactive and mobile chat; co-browsing; social listening, analytics and community engagement; email and white mail management; and advanced knowledge management – all available within a unified agent desktop or secure web portal; based on process-oriented and context-aware service oriented architecture (SOA); and with integration to underlying business systems including CTI and ERP as standard.

“The flagship KANA Enterprise suite is hailed as the only enterprise class omni-channel CX customer experience suite in the market on a single code line. Competition is fierce, but not many can deliver this unified context and the scale that KANA can.” Source: Holistic Omni-Channel Customer Experience Spotlighted at KANA Connect, P.J. Jakovljevic, TEC, October 2013

Deep Contextual Awareness

Beyond omni-channel engagement, KANA Enterprise provides unique capabilities to manage knowledge, data, processes and tasks in context with every interaction – as they unfold. Organizations can now engage with customers accurately, consistently, and completely across all touch points; continually monitor customer service activities; and re-model (or optimize) those processes as needed to ensure next best action/offer decisions are leveraged to deliver the right service experiences.

Cost-Effective Customer Centricity

KANA Enterprise reduces agent effort by delivering intent-driven processes that are context aware for each customer's journey and every interaction channel. KANA Enterprise also reduces customer effort by easily joining escalation from mobile and web self-service interactions with assisted service scenarios containing full context and history – removing frustrating repetition and ultimately reducing the total cost to serve.

New Levels of Assisted Service

KANA Enterprise Agent Experience features a business process-based and goal-oriented dynamic case management backbone, with a modern user interface that adapts in real time to the context of the interaction at hand – helping agents improve first call resolution.

A Digital First Approach to Service

KANA Enterprise Web Experience offers interactive channel choices such as video, virtual assistant, and knowledge delivered proactively and in context – supporting self-serve and enabling agents to focus on more complex service scenarios.

Beyond Social Listening

KANA Enterprise Social Experience embeds social media into the agent desktop with full listen and respond capabilities, social community support including crowd-sourced knowledge curation, and agent collaboration via activity streams – harnessing social insights to improve interactions.

Mobile Service

KANA Enterprise Mobile Experience ensures customers and employees have the same access to the service channels 24/7 via smart devices.

Sales Performance to Date

KANA added 60 customers in 2013 on the strength of KANA Enterprise. There are now over 1 Million seats.

Provide a brief (up to 125 words) biography about the leader(s) of the team that developed this nominated product or service:

Steven Thurlow, Head of Worldwide Product Strategy

Steven charts the KANA Enterprise product vision and roadmap. With over 20 years industry experience, he is instrumental in defining technology requirements and advising many of the world's best known brands on customer service processes.

Vikas Nehru, Senior Vice President, Worldwide R&D

Vikas leads KANA's R&D organization. With 15+ years of customer service experience, Vikas focuses on understanding customer needs and developing solutions that generate value and meet the functional and practical requirements of the end user.

James Norwood, Chief Marketing Officer

James leads KANA's global marketing strategy including corporate, product, customer, field and partner marketing, public and analyst relations, and web presence. With over 20 years experience, James has proven success generating significant demand and revenue growth