Analyst Coverage

Find out what leading industry analysts are saying about KANA.

For the 3rd year straight, KANA Enterprise is named a "Leader" and, for the 2nd year running, our mid-market offering, this year making its debut as KANA Express, is cited as "Niche," in Gartner’s Magic Quadrant for CRM Web Customer Service Applications.

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KANA Express is positioned as a 'Market Pillar' for Customer Service Management Suites.

KANA Express offers advanced search and Knowledge Base capabilities, and includes a virtual assistant, which is support provided by a chat robot.

The product includes a sophisticated and flexible reporting infrastructure based on the QlikView technology. Reports can be constructed based on various factors (e.g. channel volume) and assess performance against pre-defined service goals.

KANA Express Social Experience is a sophisticated social listening tool

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KANA Positioned as the Undisputed Champion for customer service knowledge management.

KANA mentioned as "An established market leader that provides a comprehensive CSKM feature set."

"KANA provides organizations with extensive personalization, service resolution, authorship and editorial capabilities"

"KANA provided the most well-rounded platform"

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KANA is Rated as Strong Positive in the Marketscope for Local Government CRM Products.

KANA Software has received the highest possible rating in the Gartner 2011 MarketScope for Local Government Customer Relationship Management (CRM) Products 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.

KANA …has made its mark with highly scalable multi-channel customer service solutions that combine eService, knowledge management, case management, process management, and Web collaboration.

KANA, a best-of-breed eService provider, continues to evolve its breadth and depth. KANA Software's strategy is to help the world’s leading brands deliver service experiences that drive customer retention and loyalty and differentiate them from the competition by blending technology, services, and strategy. …KANA has evolved into a robust, capable customer interaction solution provider.

Dr. Natalie Petouhoff
Senior Analyst, Forrester Research

The multi-channel KANA Enterprise product provides a unified environment for creating, executing, and optimizing the many facets of the customer service experience. Its combination of knowledge and case management, alongside visual process-management design tools and a dedicated service focus, differentiates it from business process management (BPM)-driven customer relationship management (CRM) solutions, vanilla knowledge management, and transactional CRM systems. The value comes from its ability to blend knowledge with operational processes to improve the quality of customer service at a time when service is rising on the strategic agenda.

Multi-channel proliferation is a big customer pain point. KANA SEM is a huge undertaking – you're trying to overcome years and years of inefficiency build-up.

Angela Eager
Senior Analyst, Ovum

I think this is exactly the direction that the industry is heading and you're the first company to deliver it.

A comprehensive customer service suite … to meet all requirements.

… especially strong Web collaboration, email management, self-service, and knowledge management

Proven scalability and reliability. KANA is a good choice for companies that have a large number of concurrent agents and/or high volumes of customer emails, chats, and Web self-service requests. Customers with multi-thousand agent contact centers achieve sub-second response times with millions of customer records.

Chip Gliedman
Vice President, Forrester Research