SUNNYVALE, CA — (Marketwired) — 05/21/13 — , a global leader in customer service solutions used by more than 900 organizations worldwide, today announced its customer service suite was named a Top 15 Enterprise CRM Award winner by ISM, a CRM evaluation and implementation consultancy. KANA is cited for market leadership and innovation that unifies customer service with sales and marketing processes, and aids strategic decision-making. Mobile, social, analytics and SaaS functionality were also among key criteria ISM used to evaluate and confirm award winners.
ISM-s annual are based on rigorous testing of CRM software programs from around the world that are sold in the North American marketplace. Each software system is rated according to 208 selection criteria, including 99 business functions, 48 technical features, 34 implementation capabilities, 10 real-time criteria and 17 user-support features. With no ownership in or by a vendor, ISM-s software analysis is 100-percent unbiased.
“KANA Enterprise is the first end-to-end, omni-channel customer service system built to enable an -Everyone Serves- approach for delivering superior customer support experiences in the intensely competitive environments where our customers — many of the world-s most recognized brands — compete in globally,” said James Norwood, Chief Marketing Officer. “ISM award recognition is spot-on validation of the critical need to join up departmental silos within organizations and support each with case-specific context that allows any employee to assist customers; and likewise validates the process efficiency and revenue growth results such transformational journeys can bring about.”
KANA Enterprise provides a holistic approach to customer service by delivering a unique blend of knowledge, process, data and channels that allows organizations to deliver experiences that count to all customers on all channels at all times. The platform leverages knowledge management to present information to agents and customers when they need it in the context of each interaction, so organizations can consistently deliver personalized customer experiences increasing customer satisfaction and advocacy while reducing the total cost to serve.
KANA understands the value of great Customer Service experiences. We know every channel through which a customer communicates with — and about — your brand. We provide on-premises and cloud solutions for large enterprises and mid-market organizations, and 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 scores (NPS) at more than 900 enterprises — including many of the Fortune 500 and more than 250 government agencies. At KANA, we help create differentiated and personalized customer experiences that count.
KANA is based in Silicon Valley, California and has offices worldwide. For more information visit , phone +1 800-737-8738, and follow KANA on Twitter .
KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.
Contact:
Ryan Zuk
KANA Software, Inc.
+1 626 275 7625
Erin Lutz
Lutz PR for KANA Software, Inc.
+1 949 293 1055
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