KANA Express Customer Service Suite Also Named a Strong Performer for Midsize Teams
SUNNYVALE, Calif. and MELVILLE, N.Y., April 9, 2014 – KANA® Software, a Verint®Company (NASDAQ: VRNT), today announced its KANA Enterprise customer service suite has been named a Leader in Forrester Research, Inc.’s The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2014 report published April 7th. Additionally, KANA Express was recognized as a Strong Performer in The Forrester Wave™: Customer Service Solutions For Small and Midsize Teams, Q2 2014 report also published April 7th.
In its 83-criteria Customer Service Solutions For Enterprise Organizations evaluation, Forrester says “with a solid value proposition and a sound application ownership experience, KANA Software is a good fit for buyers that are looking for a vendor to streamline and standardize complex customer-facing processes.”
Forrester recognizes KANA Enterprise as one of the vendors supporting deep agent guidance that helps enable organizations to design and quickly deploy flexible process flows to increase customer service process efficiencies, reproducibility, compliance with company and regulatory policies, and, as a result, customer satisfaction.
Further, Forrester cites KANA Enterprise for delivering context-aware multichannel customer service journeys, noting it displays contextual data to agents at the time of need. Very strong business process management tools, knowledge management capabilities, email and social customer service and strong social listening capabilities are also cited, as well as strong case management functionality.
In Forrester’s Customer Service Solutions For Small and Midsize Teams report, KANA Express was cited for a multichannel product with strong usability and a rapid time to value.
“Forrester’s recognition of our strengths supporting enterprise and midsize organizations is to us a powerful validation of our vision for, and commitment to, providing our customers with the most advanced customer engagement functionality available today,” comments James Norwood, senior vice president and chief marketing officer for KANA. “Our omni-channel customer service suites are purpose-built to help organizations profitably and effectively transform their customer engagements.”
These recognitions follow on last month’s announcement where KANA Enterprise was named a Leader in Forrester Research, Inc.’s The Forrester Wave™: Dynamic Case Management, Q1 2014.
KANA, a Verint® Company, is a leading provider of cloud and on-premise customer service solutions. KANA helps global organizations—including many of the Fortune 500, mid-market businesses and public sector agencies—optimize their engagements with consistent and contextual customer journeys across agent, web, social and mobile experiences. Using KANA solutions, organizations can reduce operational costs, increase resolution rates and improve brand loyalty. Learn more at www.kana.com.