Certification Validates KANA’s Support for Best Practices Methodology;
MENLO PARK, Calif. – March 22, 2007 – KANA Software, Inc. (OTCBB: KANA.OB), a world leader in multi-channel customer service, today announced that KANA IQ, an award-winning knowledge solution for agent-assisted and Web self-service, has been recognized as “Knowledge-Centered Support (KCS) Verified” by the Consortium for Service Innovation. KCS is a best practices methodology that is widely used in the technology industry to help businesses reduce support costs and improve service quality.
KCS provides high-tech organizations with a repeatable, sustainable model for improving service levels, increasing operational efficiency, and raising the support team’s overall value to the company. The KCS methodology has been developed over 13 years, and is continuously refined and tested by the Consortium for Service Innovation, a non-profit alliance of service and support organizations. The Consortium developed the KCS Verified program to distinguish vendors whose products meet specific best practices criteria for knowledge management.
KANA IQ underwent a rigorous testing process to achieve KCS validation. As a result, KANA is well positioned to meet the growing market demand for KCS-verified solutions that are proven in large-scale deployments, offer complete configurability, and provide a choice of deployment models – on-premise or On-Demand.
“The Consortium is pleased to have KANA Software as one of our KCS Verified Vendors,” said Greg Oxton, executive director of the Consortium. “The Verification process is thorough and challenging, and by submitting to the program, KANA has aligned itself with forward thinking service enablers that have become strategic partners with service providers to turn information into knowledge.”
KCS is a demand-driven model for knowledge management that focuses on creating knowledge as a natural by-product of the day-to-day interaction between agents and customers. Businesses that deploy solutions developed with KCS principles don’t need to predict or guess what content is important because support content is created based on authentic customer needs which are validated through actual use and improved by customer feedback.
“There is increasing market demand for KCS-verified solutions that deliver the scalability, performance and flexibility required by today’s high-tech service and support organizations,” said Marchai Bruchey, chief marketing officer at KANA. “KANA IQ clearly meets these criteria and our recent KCS certification reflects our dedication to industry best practices and to helping businesses reach their customer service and profitability goals.”
The KCS Certification is another proof point of the configurability of KANA IQ and how the solution can be easily aligned with an organization’s business processes. For high-tech support environments, KANA IQ can be configured to provide the collaborative, just-in-time publishing process supported by KCS. KANA IQ can also be configured for highly regulated industries to support structured review process and audit workflow that fulfills legal compliance requirements.
About the Consortium for Service Innovation
The Consortium is a non-profit alliance of support organizations and technology providers. To improve the customer experience, the members work together in collaboration to develop operational models. This innovative work bridges emerging academic principles to practices which optimize business results.
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