KANA Express Listed as Market Pillar in Info-Tech Research Group’s Customer Service Market Landscape Report


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KANA Express Listed as a Market Pillar in Info-Tech Research Group’s
Customer Service Market Landscape Report; KANA Brings the Benefits of Strong
Knowledge Management and Customer Interaction Management to the Mid-Market

SUNNYVALE, Calif., February 13, 2013 – KANA
Software, Inc., a global leader in customer service solutions delivered
on-premise or in the cloud and used by more than 900 organizations
worldwide, including half of the Global 100 and 250 government entities,
today announced its Software-as-a-Service (SaaS)-based KANA Express
solution was
included in a recent evaluation of leading vendors in the Customer Service
Management market from industry analyst firm the Info-Tech Research Group,
and was categorized as among the solutions “best suited for mid-sized

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.

For this Customer Service Management Vendor Landscape, Info-Tech focused on
evaluating those vendors that offer broad capabilities across multiple
platforms and that have a strong market presence, primarily among mid-sized
enterprises. The report assesses the relative strengths of the solutions’
features, usability, affordability and architecture, as well as the overall
market strength of each vendor. The full Info-Tech evaluation is available
to download here

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Regarding the KANA Express offering, Info-Tech Research Group acknowledged
its strong social monitoring and listening capabilities, and noted in the
report, “Proactive management of social inquiries is the true differentiator
on the social front, not reactive response. KANA Express Social Experience
provides social listening capabilities, powerful social analytics, and
sentiment analysis.”

Other strengths of the KANA Express offering noted in the evaluation include
the solution’s “advanced search and knowledge base capabilities, which
include a virtual assistant — support provided by a chat robot.” Also noted
was the product’s “sophisticated and flexible reporting infrastructure .,
whereby reports can be constructed based on various factors (e.g. channel
volume) and can assess performance against pre-defined service goals.”

The Info-Tech Research Group report states that not all vendors are
appropriate for organizations of all sizes, and encourages organizations to
choose a vendor with a solution that is attuned to their needs and
requirements. To this end, InfoTech Research Group categorized KANA Express
as among those solutions evaluated that were “best suited for mid-sized

According to Info-Tech Research Group: “KANA’s entry into small and
mid-market customer service management extends the benefits of their strong
service knowledge management and customer interaction management vendor
skills to SMB. KANA is a viable vendor, and KANA Express offers a solid
feature set for a very reasonable price.”

“Multi-channel customer service is now a strategic imperative for all
organizations,” said James Norwood, CMO for KANA Software. “KANA Express
provides enterprise-grade multi-channel customer service capabilities
combined with affordable pay-as-you go pricing and seamless integration with
website and sales operations, enabling mid-sized organizations to provide
rich engaging customer support without extensive and costly overhead.”

KANA Express

A single, integrated platform ensuring consistent customer service across
all channels including phone, email, live and automated chat, web
self-service, and social media, KANA Express unifies customer contact
records and knowledge resources and automatically delivers contextual help
and information when and where it is needed. The solution is scalable to
handle hundreds of thousands of transactions a day, even for businesses with
as few as 20 call center agents.

At the heart of KANA Express is a centralized and powerful knowledge base
that automatically scans text in emails, chat sessions and web self-service
interactions to intuitively and quickly display relevant answers and
information across channels in seconds – consistently and accurately. The
solution also features sophisticated integral reporting and analytic
capabilities that support proactive performance management by providing
real-time insight into the status of each customer, department and agent. A
powerful integration server supports ease of connectivity with front office
and unified communication systems such as IVR, ACD, CTI and CRM, as well as
back office functions such as accounting and ERP systems.

Available on-demand, KANA Express is accessed via a web browser, requires no
separate hardware or software installation, and is securely delivered,
managed and monitored in the cloud by KANA. Offering low cost of entry and
lower TCO, KANA Express customers benefit from world-class infrastructure
without capital expenditures, and guaranteed service level backed uptime.
Day-to-day administration of the system (including business continuity and
disaster recovery) is handled in a secure SAS 70 certified data center with
the applicable levels of redundancy, scalability and security. Customers
also benefit from flexible “pay-as-you-go” pricing; apart from the initial
implementation service, all other costs are paid as part of an annual

About Info-Tech Research Group

With a paid membership of over 25,000 members worldwide, Info-Tech Research
Group (www.infotech.com) is the global leader in providing tactical,
practical Information Technology research and analysis. Info-Tech Research
Group has a fourteen-year history of delivering quality research and is
North America’s fastest growing full-service IT analyst firm.

About KANA Software

KANA makes every customer experience a good experience. A global leader in
customer service solutions delivered on-premise or in the cloud, KANA lets
organizations take complete control over customer service interactions, so
they can take care of customers, while managing costs and reinforcing brand.
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 score (NPS) at more
than 900 enterprises, including half of the Global 100 and more than 250
government agencies. KANA is based in Silicon Valley, California and has
offices worldwide.

Follow KANA on Twitter: http://twitter.com/KANAsoftware

# # #

KANA is a registered trademark of KANA Software, Inc. All other company and
product names may be trademarks of their respective owners.

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