SUNNYVALE, CA — (Marketwire) — 03/13/13 — , 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 Steve Carter, KANA senior director of public accounts for North America, will be a featured panel speaker at this year-s Conference, taking place March 17-20 at the Hyatt Regency in San Francisco.
The conference is organized by The California County Information Services Directors Association, the official organization of the county information technology directors and chief information officers in the state, representing 58 counties in the areas of information technology and government.
Carter will be a featured speaker on the “Mobility Trends” panel taking place March 19 at 4:30 p.m. PT, focusing on mobile apps and social media. Carter will share lessons learned by KANA Software in developing innovative crowd-sourcing solutions for mobile applications, including how mobile and social media apps are creating new communities of interest and fostering active citizen engagement and use of the Open311 standard. Additionally Carter will showcase successful implementations of mobile apps in cities including San Francisco, Boston, Houston, and Minneapolis — all of which leverage KANA cloud-based Lagan Open311 and/or Lagan Mobile solutions.
“CCISDA is the ideal platform to demonstrate how local governments are integrating mobile and social media tools such as Facebook, Twitter, third-party smart phone apps and websites to enable citizens to report issues,” Carter said. “By leveraging KANA Lagan Mobile technology and other third-party applications to integrate to government service order systems, cities and counties can streamline the work order management process, manage call center volume more efficiently, and improve citizen service response.”
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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