KANA Review

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About KANA

KANA is a worldwide provider of multi-channel customer service solutions. Serving some of the largest companies in the world, KANA takes an innovative approach towards customer service by providing cost-effective solutions that instill high quality customer interactions.

KANA provides users with open standards solutions that enable them to adapt to unique business requirements and integrate them with other front and back office systems. KANA solutions leverage automated capabilities to drive high quality customer service at a minimal cost.

KANA’s integrated suite of customer service solutions enables businesses to deliver a consistent customer service experience across all channels including: email, chat, call center, and web self-service.

Founded in 1996, KANA is a publicly traded company headquartered in Menlo Park, California, and the software is designed for mid-market to large enterprises.

KANA Solutions

  • KANA IQ
  • KANA Response
  • KANA Response Live
  • KANA Contact Center

KANA Technology Model

  • On-Premise

KANA CRM Highlights

KANA IQ

  • KANA IQ provides an intelligent knowledge management solution that enables customers to quickly and easily find the answers and information that they need.

KANA Response

  • KANA Response is a sophisticated email management system that bolsters intelligent automation features that can manage high-volumes of emails and web forms from within the contact center.

KANA Response Live

  • Provides users with web self service, complete with live chat functionality that helps clients get answers to their questions quickly.

KANA Contact Center

  • A central database that stores all customer information, service data, multi-channel history, request management and workflows that provides a single, intelligent agent desktop to help deliver a superior customer experience.

Benefits of KANA

  • KANA supports all service channels and leverages real-time information to deliver consistent service to clients, while lowering costs and increasing revenue.
  • Uses advanced analytics to drive smarter decision-making across service activities to reach desired business goals.
  • Segments customers into related lists to offer a personalized service experience that has been reported to increase customer satisfaction by double-digits.
  • KANA solutions streamline service processes to increase efficiency by reducing call volumes by an average of 20 percent.

Happy Customers

Bank of America, Dell, eBay, Hewlett-Packard, Home Depot, IBM, Yahoo!, Wells Fargo, Travelocity, Sony, Disney,  GAP, HSBC, Sprint, Sears, Staples

(www.kana.com)