KANA Express Makes Omni-Channel Customer Service Accessible and Affordable for the Mid-Market


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KANA Express Makes Omni-Channel Customer Service Accessible and Affordable for the Mid-Market; New User Interface, Advanced Analytics and International Language Support Help Mid-Market Businesses Differentiate with Cloud Customer Service

SUNNYVALE, Calif., June 27, 2013 – KANA Software, Inc., a global leader in customer service solutions delivered on-premises or in the cloud and used by more than 900 organizations and government agencies worldwide, today announced the new release of its award-winning, cloud customer service suite – KANA Express. Designed for midsize and growing businesses, as well as divisions and subsidiaries of larger enterprises, the new release delivers significant value through omni-channel customer service that is accessible and affordable.

Purpose-built to take advantage of flexible cloud computing, KANA Express securely manages phone, email, live and automated chat, social and Web self-service channels without the costs and complexities often associated with more traditional mid-market systems. However, unlike many SMB offerings, KANA Express scales to support hundreds of thousands of transactions daily and seamlessly integrates with other front- and back-office systems. KANA Express offers flexible subscription pricing and service plans, rapid implementation and training services, and subscription licenses include a 30-day risk-free money-back guarantee.
The new release empowers customer service agents to efficiently manage more interactions and access key customer information in context so they can consistently provide customer experiences that count.

“KANA Express is purpose-built to address mid-market needs,” said James Norwood, chief marketing officer for KANA Software. “While alternatives are either too complex, take too long to implement or betray their low cost with light functionality, KANA Express is an affordable end-to-end, omni-channel service offering that mid-market organizations can implement quickly to realize a rapid return on investment.”

New features include: a state-of-the-art user interface (UI) that helps agents resolve more at the first contact, reduce average handle times, and increase quality scores; contextual knowledge management that displays relevant interaction and engagement history to agents as well as customers serving themselves on the Web; and an advanced reporting and analytics framework, which through end-user personalization advances the depth, breadth and accessibility of customer service metrics and key performance indicators.

New User Interface Puts Agents in Command with Personalized Access to Key Information
A modern, user-friendly interface for Internet Explorer, Chrome, Firefox and Safari browsers presents knowledge, help and next-best options automatically – all in context – so agents can make fewer mouse clicks and save time while providing more consistent responses to customers. Additional enhancements underscore the role of live chat in supporting today’s digital, real-time consumer expectations.

Deeper Insights Enable Businesses to Capitalize on Trends and Make Course Corrections
New advanced analytics offer complete control over performance reporting, trend analysis and forecasting, so service teams can stay ahead of issues and parlay opportunities into revenue-generating activities. Building on the existing reporting and analytics framework, the latest release delivers extensive personalization, extended graphical visualization and offers expanded reporting options.

“Among the reasons we selected KANA Express were its strong email handling capabilities combined with reporting,” said Boots Crossley, vice president, client and member services for Virgin HealthMiles, the leading health engagement platform. “Virgin HealthMiles aims to provide a superior client experience and we rely on KANA to help our agents be productive and our supervisors to understand where we need to improve. I anticipate the new version of KANA Express will deliver significant enhancements to both of these important areas.”

Adaptable Interface Supports Mobility, Accessibility and International Business Criteria
The new Agent Experience UI adapts to allow use on mobile devices, including tablets, and includes Section 508/AA compliancy for accessibility by people with disabilities. Mid-market businesses can now operate from anywhere in the world with user-definable time zones, international address validation and support for 30 languages out-of-the-box, including full support for double-byte character sets.

“The expanded KANA Express support for multiple languages will further speed up our ability to service customers across the globe,” said Julie Mills, customer care centre supervisor for Universal Electronics Inc., the global leader in wireless control technology for the connected home. “KANA Express gives our agents the necessary tools to consistently and accurately assist customers in any geographical location via their preferred traditional and digital communication channels. In the process this lessens the time and costs that were required not long ago when providing support through so many different channels.”
“Employee bandwidth, resource and budget limitations have historically impeded mid-market businesses from delivering enterprise-class customer service; with KANA Express, these constraints no longer apply,” explained Norwood. “KANA Express leverages the ‘Perfect Storm’ of scalable cloud technology and context-relevant channel communication with rapid deployment so any size organization can support an ‘Everyone Serves’ approach for memorable customer experiences.”

About KANA Software
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. 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 www.kana.com, phone +1 800-737-8738, and follow KANA on Twitter @KANAsoftware.
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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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