KMWorld Magazine Names KANA Response a “Trend-Setting Product” for the Second Consecutive Year
KANA’s industry-leading e-mail response management solution recognized for innovative knowledge management and data integration capabilities
MENLO PARK, Calif. – August 28, 2006 – KANA Software Inc. (PinkSheets: KANA.PK), a world leader in multi-channel customer service, today announced that KMWorld magazine has named KANA Response a “Trend-Setting Product of 2006.” The most scalable e-mail response management application on the market, KANA Response was recognized for its ability to dynamically access content and knowledge wherever it resides, enabling organizations to more efficiently manage Web-based channels and improve the overall customer experience.
KMWorld editors assembled its list of trend-setting products following discussions with colleagues, analysts and users - from C-level executives to entry-level knowledge workers. The complete list is featured in the publication’s September 2006 issue.
“As was the case last year, we evaluated more than 200 vendors, with over 1,200 combined offerings. All panel members agreed that usability, flexibility, adoption rate and total cost of ownership should be criteria for inclusion to the list,” said Hugh McKellar, editor-in-chief of KMWorld. “Over the past year, KANA has added significant new functionality to KANA Response, including a rules-based desktop integration framework, which arms contact center agents with the information necessary to more quickly and accurately resolve customer inquires, thus reducing costs while improving customer satisfaction. This continued technical innovation warranted KANA Response’s recognition as a trend-setting product for the second consecutive year.”
Tightly integrated with KANA’s award-winning solutions for eService, call centers and Web self-service, KANA Response is designed to handle more than 500,000 inbound e-mails every day in virtually any language, guaranteeing almost immediate response to customer queries. The latest version features enhancements to the Active Framework, a powerful rules-based desktop integration framework that utilizes customer context to further streamline the inquiry resolution process. With this Active Framework, KANA Response can automatically pull customer data in real-time from other CRM applications and back-office systems to automate the resolution of transactional inquiries, such as billing adjustments or fee disputes. By providing access to context-sensitive information residing anywhere in the enterprise, KANA Response significantly reduces response times, improves agent productivity and bolsters overall customer satisfaction.
“It is particularly rewarding for KANA Response to be recognized two years in a row by KMWorld as a trend-setting product,” said Marchai Bruchey, chief marketing officer at KANA. “We continually seek new ways to help our customers anticipate and exceed the expectations of their own customers. We are thrilled to be recognized by industry experts for our latest product innovations and ongoing commitment to deliver the best multi-channel customer service solutions on the market.”
The complete list of Trend-Setting Products is featured in the September 2006 issue of KMWorld magazine and is also available on its website at: http://www.kmworld.com.
Filed under: Kana
