Xerox among Growing List of Customers Leveraging KANA Enterprise to Support
Global Knowledge Management and Customer Experience Initiatives
SUNNYVALE, Calif., December 9, 2013 – KANA Software, Inc., a global leader
in customer service solutions used on-premises or in the cloud by more than
900 organizations, today introduced a major new release of its powerful KANA
Enterprise solution, featuring new multi-national knowledge management and
additional functionality designed to speed global customer service
administration and further reduce the overall cost to serve.
A longtime user of KANA email and knowledge solutions, Xerox, one of the
world’s most recognizable brands, plans to leverage new multi-lingual
knowledge management capabilities within the end-to-end KANA Enterprise
customer service platform. “The Xerox Technology business is truly excited
about the future of knowledge management to be achieved via the omni-channel
capabilities of KANA Enterprise,” said Barry Tisdale, customer contact
platforms manager for Xerox. “By integrating our process, equipment and
customer knowledge into all of our daily interactions, Xerox will soon be
able to provide more efficient and improved customer experiences to all our
global partners.”
Multi-Lingual Knowledge Management and Enhanced Reporting Improve Service
Delivery
New KANA Enterprise multi-lingual knowledge management helps agents provide
the same level of support to customers worldwide with appropriate
translations, language switching and multi-language searching. Enhanced
reporting infrastructure allows easier, faster queries and out-of-the-box
reports so organizations can assess the state of individual and overall
customer service initiatives, and identify opportunities for performance
improvements.
Efficiencies Empower Administrator and Agent Productivity
The latest KANA Enterprise release offers new functionality to address the
needs of business and technical administrators who are responsible for
managing customer support strategies, and for achieving substantial return
on technology investments. Administrators and authors can easily repurpose
content in multiple documents to affordably ensure consistent knowledge
sharing. An enhanced administration interface supports easier and faster
KANA Enterprise implementations, and simple design tools give end users more
power to modify business objects and advance workflow as needed.
KANA Enterprise has been rapidly adopted by organizations looking to
transform their global customer experience initiatives, including Eircom,
Garmin, Salmat, TYME Mobile Money,and Wheatley Group, as well as businesses
in the airline, financial services, telecommunications, insurance,
technology and retail industries, among others.
“KANA Enterprise debuted in April as the industry’s first unified platform
supporting both agent-based and self-service capabilities for seamless
customer service across the phone, email, web, mobile, chat and social
channels,” said James Norwood, CMO for KANA Software. “Since then, we’ve
seen significant demand from both new and existing customers to deploy its
advanced customer engagement capabilities – many of those being large
multi-national organizations with far reaching customer service operations
that span multiple countries with the need to support many different
languages. Today we’re introducing new enhancements aimed at improving the
cost to serve and ease of operation to enable even faster and higher return
on investment for our B2B and B2C clients.”
The latest release of KANA Enterprise is available today, offering choice
and flexibility in licensing and deployment scenarios including cloud,
on-premises, and hybrid models.
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.
