Selects KANA Express Cloud Customer Service Offering for Improved Customer Engagement


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The Nation’s No. 1 Internet Listing Site (ILS) in the Booming Rental Housing
Industry Cites Rapid Deployment, Usability and Operational Benefits as Key
Factors in Selection of SaaS Multi-Channel Customer Service Solution

KANA CONNECT 2012 – LAS VEGAS, September 25, 2012 – 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 that Santa Monica, Calif.-based, a
leading national Internet Listing Site (ILS) in the rental housing industry,
has selected the KANA Express
web customer service solution to enhance overall customer experience for the
many millions of unique visitors who visit the site each month., which has the largest number of contracted property listings in
the nation, enables renters to find an apartment or home for rent
using a free robust search tool on either their
desktop or mobile device. Renters can search the site’s detailed property
listings, including contact information, pricing, photos, and floor plans,
and may be eligible to receive a $100 VisaR debit card if they sign a lease
at a property that participates in’s $100 Reward Card program.
Dedicated to giving renters a convenient way to find the perfect place to
live as well as building innovative tools that bring renters and property
owners together, the company was searching for a multi-channel customer
service solution that would improve the overall experience for the many
millions of unique monthly visitors to its site. found the ideal solution with the SaaS-based KANA Express. “KANA
Express will allow us to deliver an enhanced customer experience and ensure
that we’re responding even more quickly with accurate and consistent answers
to queries regardless of channel,” said Alain Avakian, chief technology
officer of “The usability, rapid implementation approach, and
operational benefits were key in our decision to move forward with KANA

KANA Express offers comprehensive and end-to-end customer service and
interaction management capabilities delivered on-demand via the cloud using
a SaaS model which allows for affordable access to multi-channel web
customer service and contact center technology. “We are pleased to partner
with using KANA Express to help them successfully execute on their
customer service strategies,” said James Norwood, CMO for KANA. “
recognized the benefits of KANA Express including the end-to-end
multi-channel customer service capabilities combined with affordable
pay-as-you go pricing that will seamlessly integrate with website and sales

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 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.

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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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