SUNNYVALE, CA — (Marketwired) — 06/10/13 — , a global leader in customer service solutions used by more than 900 organizations worldwide, today announced it has once again been listed as a Champion in Info-Tech Research Group-s Customer Service Knowledge Management (CSKM) Vendor Landscape for 2013. In its evaluation, Info-Tech notes KANA is an established market leader providing a comprehensive feature set, further noting that KANA continues to define the CSKM market with exceptional knowledge in context tools.
Info-Tech Research Group Vendor Landscape reports recognize outstanding vendors in the technology marketplace. Assessing vendors by the strength of their offering and their strategy for the enterprise, Info-Tech Research Group Vendor Landscapes pay tribute to the contribution of exceptional vendors in a particular category.
“KANA was one of the first vendors to enter and define the CSKM market,” said Tim Hickernell, principal consulting analyst, Info-Tech Research. “Its knowledge management module has stayed strong over the years and is the best-of-breed solution with open architecture and strong integration capabilities. Multi-channel integration is particularly strong, with an important focus on the social media channel. The platform allows for full monitoring and response capabilities on social channels.”
In addition to CSKM Champion status, Info-Tech honored KANA Enterprise with its Best Agent User Interface and Trend Setter awards.
Regarding Best Agent User Interface, Info-Tech cited KANA-s best-of-breed knowledge in context, including contextualized social threads displayed on the agent-s user interface. Regarding the Trend Setter Award, Info-Tech was impressed with KANA-s agile channeling allowing customers to select desired support preferences from within their web profile, eliminating the costs and effort of channel switching later in the resolution process.
Hickernell added that smaller organizations should “remember to consider KANA-s midmarket offering, KANA Express, as an alternative.”
“We-re really proud to once again be recognized by Info-Tech Research Group for our contribution to customer service knowledge management, a discipline that has formed the cornerstone of our business and helped our customers to deliver omni-channel customer experiences that count,” said James Norwood, chief marketing officer for KANA. “We are particularly pleased to see that our recent developments around the user interface have been cited as a strength, and that our belief in deep contextual awareness for knowledge solutions is setting us apart in the market.”
With a paid membership of over 30,000 members worldwide, Info-Tech Research Group () is the global leader in providing tactical, practical Information Technology research and analysis. Info-Tech Research Group has a sixteen-year history of delivering quality research and is North America-s fastest growing full-service IT analyst firm.
KANA understands the value of great Customer Service experiences. We know every channel through which a customer communicates with — and about — your brand. We provide on-premises and cloud solutions for large enterprises and mid-market organizations, and by unifying and maintaining context for customer journeys across agent, Web, social and mobile experiences, KANA solutions have reduced handling time, increased resolution rates and improved net promoter scores (NPS) at more than 900 enterprises — including many of the Fortune 500 and more than 250 government agencies. At KANA, we help create differentiated and personalized customer experiences that count.
KANA is based in Silicon Valley, California and has offices worldwide. For more information visit , phone +1 800-737-8738, and follow KANA on Twitter .
KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.
Contact:
Ryan Zuk
KANA Software
+1 626 275 7625
Erin Lutz
Lutz PR for KANA Software, Inc.
+1 949 293 1055
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