KANA Enterprise Recognized Among Best New Products in Relationship Management Solution Category; In Record-Breaking Year for Nominations, Judges See Extraordinary Quality in Finalists
SUNNYVALE, Calif. and MELVILLE, N.Y., March 31, 2014 – KANA Software, a Verint®Company (NASDAQ: VRNT), today announced that it has been named a Leader in Forrester Research, Inc.’s The Forrester Wave™: Dynamic Case Management (DCM), Q1 2014 report published March 28th.
Forrester included vendors in its assessment that demonstrate innovative approaches to dynamic case management, and are often discussed in client inquiries and appear on client vendor selection shortlists. KANA was among 13 software providers that the firm analyzed in its research.
In its newly published report, Forrester cites the KANA Enterprise for “[bringing] knowledge management to a new level,” pointing to its data/records view that allows case workers to operate independently of a running case, and its wizard for setting up case actions that are “best in class.” Forrester also notes the KANA Enterprise business administrative interface is a well-packaged design environment that can be used by a business analyst with a second additional technical environment for IT.
Forrester considers Dynamic Case Management a highly structured, but also collaborative, dynamic, and information-intensive process that is driven by outside events requiring incremental and progressive responses from the business domain handling a case.
According to the firm, Leaders in the Forrester 38-criteria DCM Wave evaluation had to provide a strong balance across both runtime and design time case management capabilities, and demonstrate strong product and go-to-market strategies. Additionally, Leaders achieved a combination of advanced R&D, vision and market execution.
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.