• June 27, 2013

KANA Releases Updates to KANA Express

KANA Software, a provider of customer service solutions, today released the latest version of its cloud-based customer service suite, KANA Express, designed for midsized and growing businesses and divisions and subsidiaries of larger enterprises.

Purpose-built to take advantage of flexible cloud computing, KANA Express securely manages phone, email, live and automated chat, social and Web self-service channels. It scales to support hundreds of thousands of transactions daily and integrates with other front- and back-office systems.

KANA Express offers flexible subscription pricing and service plans, rapid implementation and training services, and subscription licenses include a 30-day risk-free moneyback guarantee.

New features include the following:

  • A new user interface (UI) that offers personalized access to key information. The interface for Internet Explorer, Chrome, Firefox and Safari browsers presents knowledge, help, and next-best options automatically and in context. It also adapts to allow use on mobile devices, including tablets, and includes Section 508/AA compliancy for accessibility by people with disabilities.
  • New advanced analytics that offer complete control over performance reporting, trend analysis, and forecasting with extensive personalization, extended graphical visualization, and expanded reporting options.
  • contextual knowledge management that displays relevant interaction and engagement history to agents as well as customers serving themselves on the Web; and
  • an advanced reporting and analytics framework, which through end-user personalization advances the depth, breadth and accessibility of customer service metrics and key performance indicators.

Other features include user-definable time zones, international address validation, and support for 30 languages, including full support for double-byte character sets.

"KANA Express is purpose-built to address mid-market needs," said James Norwood, chief marketing officer at KANA, in a statement. "While alternatives are either too complex, take too long to implement, or betray their low cost with light functionality, KANA Express is an affordable, end-to-end, omni-channel service offering that mid-market organizations can implement quickly to realize a rapid return on investment.

"Employee bandwidth, resource, and budget limitations have historically impeded mid-market businesses from delivering enterprise-class customer service. With KANA Express, these constraints no longer apply," Norwood added. "KANA Express leverages the perfect storm of scalable cloud technology and context-relevant channel communication with rapid deployment so any size organization can support an 'Everyone Serves' approach for memorable customer experiences."

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