Data Sheets

Company Information

  • pdf_icon KANA Overview
    KANA helps the world’s best known brands deliver the experience their customers want - while balancing their cost, compliance and revenue objectives. KANA’s solutions help companies create consistent, knowledgeable conversations with their customers across every channel -- phone, email, chat, and web. KANA's clients report double-digit increases in customer satisfaction, while reducing call volumes by an average of 20%. KANA's award-winning solutions are proven in more than 250 companies worldwide, including more than half of the world's largest 100 companies.

  • pdf_icon KANA Customers
    Our customers measure the value of KANA by what they can deliver - fast resolution of service inquiries, more knowledgeable agents, adherence to company policies, lower cost of interactions, increased revenue during service interactions, greater customer satisfaction delivered over time. More than 250 customers around the globe rely on KANA to improve the quality and efficiency of their customer service operations. Learn more about who they are.

Service Experience Management

  • pdf_icon KANA 10
    “A new day is dawning for companies to manage the service experience for their customers. KANA 10 gives the service manager complete control of the service experience, enabling the delivery of their vision of outstanding service in minutes, not months.”

Knowledge Management

  • pdf_icon KANA Agent IQ
    Going far beyond search, KANA Agent IQ provides dynamic service intelligence that guides agents through process of finding the best possible resolution in the shortest amount of time. With Agent IQ, your agents provide consistent advice and answers without time-consuming searches or extensive training.

  • pdf_icon KANA Customer IQ
    Setting a new standard for smart self-service, KANA Customer IQ guides customers through every step of their self-service inquiry from research to resolution. It adds up to outstanding self-service that optimizes the customer experience while substantially reducing the need for agent assistance.

eService

  • pdf_icon KANA Response
    When it comes to meeting customer demands for smart, efficient email service, KANA Response sets the standard. For more than a decade, analysts and customers have recognized KANA Response as the leader in high volume email management.

  • pdf_icon KANA Response - Classify
    With a long track record of streamlining email and Web-form handling, KANA Response is considered by analysts and customers as the premier solution for intelligent email management. KANA Classify is an optional module for KANA Response that increases the efficiency, accuracy and consistency of your email service by automatically categorizing message content and recommending the best possible answer to agents. With KANA Classify, your service center can significantly increase agent productivity, meet SLAs with faster answers, reduce the volume of emails requiring agent intervention and lower the cost of email service administration.

  • pdf_icon KANA Secure Messaging
    KANA Secure Messaging makes confidential communication a breeze by combining the simplicity of email management with secure Web portals. This simple, elegant solution allows your customer service agents to interact securely with customers and partners without using cumbersome, costly encryption/decryption applications.

  • pdf_icon KANA Response Live
    With its suite of intelligent Web collaboration tools, KANA Response Live offers unparalleled communication convenience to increase online sales, improve service quality, lower transaction abandonment rates and create more satisfied, loyal customers. KANA Response Live is designed for “right channeling” to selectively offer collaboration that matches service levels to customer profitability, such as offering chat only to long-term customers on a strategic Web page or during a high-value transaction.

Consulting Services

  • pdf_icon Service Experience Assessment
    When it comes to retaining customers, customer service is a key differentiator. Technology can play an important part in this, and many companies are making significant investments to enhance service delivery. But success requires a lot more than just software. To maximize the potential of your customer service solution – and deliver the level of service that customers demand – initiatives must be tied to identifiable business needs with a focus on people, process and technology – not just software implementation.

    The KANA Service Experience Assessment is designed to provide a thorough, independent evaluation of your potential business value. By studying your company’s service experience, the Assessment team will recommend industry best practices and set achievable business goals.

  • pdf_icon KANA Managed Services
    Among our industry leading consulting services, KANA Managed Services helps you maximize the value of your Knowledge Management and eService applications while taking the risk out of upgrades, incident management and application administration. Offerings include both Hosted and On-Premise Managed Services, helping your organization achieve shorter implementation times, improved service quality, and reduced total cost of ownership.

  • pdf_icon Evidence-Based Service Transformation Program
    Learn how to align customer service with your brand - Understand your brand, assess the brand perception of your service experience, and re-create your post-sales brand with the right segmentation, customer perception and image. By leveraging the technique of evidence-based management, you can use randomized, systematic experiments to achieve a balanced scorecard of critical brand indicators that help you measure progress towards aligning customer service with brand.