KANA is Recognized for Having the Broadest and Deepest eService Suite in Independent Analyst Firm's eService Report
KANA Software, Inc. (Pinksheets: KANA.PK), a world leader in multi-channel customer service, today announced it is positioned as a leader in The Forrester Wave: eService Suites, Q2 2006, Forrester Research, Inc., May 2006. The company was one of a select group of vendors asked to participate in the evaluation.
"Forrester evaluated leading eService suite vendors across more than 80 criteria and found that KANA's mix of business process, industry-leading Web collaboration, and proven scalability gave it the highest overall score of the seven products included in our evaluation." (The Forrester Wave(TM): eService Suites, Q2 2006, May 2006, John Ragsdale)
The Forrester Wave for eService rates vendors against approximately 80 criteria, grouped into three high-level buckets: current offering, strategy and market presence. These criteria stem from Forrester's examination of past research, user need assessment and vendor and customer interviews. KANA received high scores among the industry in overall strategy, specifically in the categories of agent collaboration tools, email response management, interaction tracking/customer history, technology/architecture, strategy, and systems integrators, resulting in a high placement in the top section of the Forrester Wave.
The report states, "With the broadest and deepest eService suite, KANA has been delivering best-of-breed eService for more than a decade across multiple industries. There are a lot of core strengths here: an unbeatable Web collaboration product, a highly scalable platform that ships with Tibco connectors to ease CRM and ERP integration, and compelling email response and knowledgebase functionality."
"KANA has always been known for its unsurpassed depth, breadth and scalability for our multi-channel customer service solutions," said Marchai Bruchey, chief marketing officer at KANA. "Forrester Research is undisputedly one of the top industry analyst firms around and including us as a leader in their research for the second consecutive year is an honor. The tremendous ROI we bring to our customers is something that we do not take lightly and having third party validation as a leader in eService from top industry analysts is a strong statement to KANA's position in the market."
KANA received the top scores in 22 specific categories contributing to its overall placement as a leader in the report. These categories include:
-- Content authoring and publishing
-- Agent-to-agent chat
-- Customer-to-agent chat
-- Proactive chat
-- Page push and co-browsing
-- Chat transcripts
-- Email response management
-- Interaction History
-- Expertise analysis/management
-- Access to external data
-- Standards-based architecture
-- Development platform
-- Configurable process engine
-- Business-user controls
-- Vertical strategy
-- Sales and implementation strategy
-- Channel partnerships
-- Employee distribution
-- Systems integrators
KANA offers the industry's most innovative approach to customer service with cost-effective solutions that enhance the quality of every customer interaction. Built on open standards for a high degree of adaptability and integration, KANA solutions intelligently automate the processes needed to successfully serve customers, so that organizations world-wide can deliver high value service at dramatically lower cost.
KANA is a world leader in multi-channel customer service. KANA's integrated solutions allow companies to deliver consistent, managed service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it. KANA's clients report double-digit increases in customer satisfaction, while reducing call volumes by an average of 20%. KANA's award-winning solutions are proven in more than 600 companies worldwide, including over 60 of the Fortune/Global 100 companies. For more information visit www.kana.com.
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