Skip to main content

Analyst Coverage

Find out what leading industry analysts are saying about KANA.

The Web Customer Service Applications Magic Quadrant assesses providers on completeness of two capabilities: completeness of vision and the ability to execute.

Forrester (April 7, 2013)

Forrester cites KANA Enterprise for delivering context-aware multichannel customer service journeys, noting it displays contextual data to agents at the time of need. Very strong business process management tools, knowledge management capabilities, email and social customer service and strong social listening capabilities are also cited, as well as strong case management functionality.

Forrester (March 28, 2013)

Forrester cites KANA Enterprise for “[bringing] knowledge management to a new level,” pointing to its data/records view that allows case workers to operate independently of a running case, and its wizard for setting up case actions that are “best in class.” Forrester also notes the KANA Enterprise business administrative interface is a well-packaged design environment that can be used by a business analyst with a second additional technical environment for IT.

Gartner (February 21, 2013)

Leaders demonstrate market-defining vision and the Ability to Execute against that vision through products, services, demonstrable sales figures and solid new references for multiple geographies and vertical industries. Clients report that these vendors deliver a high level of value and return on their commitment. The development team has a clear vision of the implications of business rules and the impact of Web customer service on customer service requirements. A characteristic of a Leader is that clients look to the vendor for clues as to how to innovate in customer service. When asked, their clients reply that this product has affected the organization's competitive position in their markets and helped lower costs. Leaders provide functionally diverse and rich Web customer service suites in which a knowledgebase solution is part of the integrated offering and can be deployed and supported globally, and have at least six of the eight Web customer service framework components supported as an OEM solution.

Johan Jacobs, Research Director, Gartner

Forrester (April 16, 2013)

[KANA Enterprise 13R1 is] a great step forward. It definitely ties their acquisitions together, and delivers a good end-to-end product vision.

Kate Leggett, Principal Analyst, Forrester

ZDNet (February 21, 2013)

Their product overhaul is perhaps the most impressive part of what they’ve done. KANA Enterprise is the convergence of BPM, CRM, Knowledge Management, Analytics and Social designed for customer service. KANA are poised to be big impact players in the customer service world…

Paul Greenberg, Analyst and ZDNet Blogger

Technology Evaluation Center
Technology Evaluation Center (October 4, 2013)

KANA has had a heck of a year, to put it mildly… The flagship KANA Enterprise suite is hailed as the only enterprise class omni-channel CX suite in the market on a single code line. Competition is fierce, but not many can deliver this unified context and the scale that KANA can.

P.J. Jakovljevic, Principal Analyst, Technology Evaluation Center

Info-Tech Research (September 22, 2013)

KANA’s acquisition path has firmly positioned it to address the needs of its enterprise clients with the KANA Enterprise product, as well as midmarket customers with the KANA Express solution. Moreover, Lagan Enterprise gained the vendor an extensive customer base among public sector organizations.

Anastasia Shteyn, Analyst, Info-Tech Research

Constellation Research (June 29, 2013)

Mid-market organizations are often challenged to find a solution that allows them to scale up growth and also priced at an affordable entry point. A successful post acquisition product launch, 30-day risk free money back guarantee, flexible subscription and pricing plans, and rapid implementation services provide strong reasons for organizations to consider KANA Express in short lists.

Ray Wang, Founder & Principal Analyst

Info-Tech Research (June 27, 2013)

A little over a year after the acquisition, KANA’s Next-Generation release solidifies the vendor’s important market position with a modernized UI, improved mobile capabilities, and enhanced global language support.

Anastasia Shteyn, Analyst, Info-Tech Research

Info-Tech Research (June 10, 2013)

KANA was one of the first vendors to enter and define the CSKM market. Its knowledge management module has stayed strong over the years and is the best-of-breed solution with open architecture and strong integration capabilities. Multichannel integration is particularly strong, with an important focus on the social media channel. The platform allows for full monitoring and response capabilities on social channels.

Tim Hickernell, Principal Consulting Analyst, Info-Tech Research

CRMSearch (April 18, 2013)

With KANA Enterprise, KANA continues to demonstrate customer service advancements over agent, web, social and mobile channels. The company is clearly showing it has both the intent and capability to deliver on its vision and promises.

Chuck Schaeffer, CRMSearch

Ventana Research
Ventana Research (April 18, 2013)

From what I have seen so far, Kana’s new release lives up to the expectations it set out at the time of the Ciboodle acquisition and could provide many of the benefits of what our research in agent desktop that I have already communicated. As they try to improve the quality and consistency of customer experience regardless of channel, I advise companies to evaluate it.

Richard Snow, VP & Research Director, Ventana Research

Gartner (2011)

KANA is Rated as Strong Positive, the highest possible rating, in the Gartner Marketscope for Local Government CRM Products. The rating is based on evaluation of Lagan Enterprise Case Management (ECM). The Gartner MarketScope compares offerings of providers of CRM commercial off-the-shelf software to Local government agencies. Vendors were reviewed according to their vertical/industry strategy, product/service, overall viability, geographic strategy and offering (product) strategy, with different weighting accorded to each category.