KANA Response

When it comes to meeting customer demands for smart, efficient email service, KANA Response sets the standard. For more than a decade, analysts and customers have recognized KANA Response as the leader in high volume email management. Read more

KANA Response - Classify

With a long track record of streamlining email and Web-form handling, KANA Response is considered by analysts and customers as the premier solution for intelligent email management. KANA Classify is an optional module for KANA Response that increases the efficiency, accuracy and consistency of your email service by automatically categorizing message content and recommending the best possible answer to agents. Read more

KANA Secure Messaging

KANA Secure Messaging makes confidential communication a breeze by combining the simplicity of email management with secure Web portals. This simple, elegant solution allows your customer service agents to interact securely with customers and partners without using cumbersome, costly encryption/decryption applications. Read more

KANA SEM Knowledge Management

KANA's SEM KM is about delivering the right knowledge in the context of work. Most KM engines are all about the query: the handful of words a user chooses to type. But, in a customer service interaction, enterprises increasingly have enormous context for understanding the nature of and background for the customer's query. Read more

KANA SEM Adaptive Desktop

Service Experience Management (SEM) delivers the solution with the Adaptive Desktop. The Adaptive Desktop dynamically responds to the needs of your agents during each service interaction. Read more

KANA SEM Integration

To eliminate the need for custom-coding to application-specific APIs, SEM leverages standard web services. SEM then adds an SCA wrapper around the web service in order to expose it to the design tools used by the business. Read more

KANA SEM Screen Designer

A key component of SEM, the Screen Designer works seamlessly with the Experience Flow™ Modeler to provide a highly adaptable and flexible solution for modeling service processes and generating the user interface required for each one. The SEM Screen Designer enables service organizations to adapt immediately to changing business requirements. Read more

KANA SEM Visual Experience Designer

The Visual Experience Designer offers business-level control for planning, designing, managing resources, and testing each business process. Business owners use web based graphical tools to define the service process, and when it needs to change they can quickly modify and republish the new version. Read more

KANA Customer IQ

Setting a new standard for smart self-service, KANA Customer IQ guides customers through every step of their self-service inquiry from research to resolution. It adds up to outstanding self-service that optimizes the customer experience while substantially reducing the need for agent assistance. Read more

KANA Overview

KANA helps the world's best known brands deliver the experience their customers want - while balancing their cost, compliance and revenue objectives. KANA's solutions help companies create consistent, knowledgeable conversations with their customers across every channel -- phone, email, chat, and web. Read more

Service Experience Assessment

When it comes to retaining customers, customer service is a key differentiator. Technology can play an important part in this, and many companies are making significant investments to enhance service delivery. Read more

KANA Managed Services

Among our industry leading consulting services, KANA Managed Services helps you maximize the value of your Knowledge Management and eService applications while taking the risk out of upgrades, incident management and application administration. Offerings include both Hosted and On-Premise Managed Services, helping your organization achieve shorter implementation times, improved service quality, and reduced total cost of ownership. Read more

Evidence-Based Service Transformation Program

Learn how to align customer service with your brand - Understand your brand, assess the brand perception of your service experience, and re-create your post-sales brand with the right segmentation, customer perception and image. By leveraging the technique of evidence-based management, you can use randomized, systematic experiments to achieve a balanced scorecard of critical brand indicators that help you measure progress towards aligning customer service with brand. Read more

SEM Experience Analytics

SEM Experience Analytics delivers real sentiment, meaning and trends within social media and direct to company feedback for many of the world's leading consumer brand companies. SEM Experience Analytics has several distinct advantages that enable brand-driven companies to gain strategic insights and take intelligent action. Read more

Customer Listening & Social Media Analytics for Hospitality

Both eatery and hotel companies know the value of differentiation and segmentation in delivering sustained profitability. Beyond customer satisfaction and meeting basic needs of travelers, brand "personality" and focus on key differentiating attributes is a must in carving out a sustainable loyal market niche. Read more

Customer Experience Management for Airlines & Travel

The problem facing airlines is apparent from any visit to Travelocity, Orbitz or Kayak. Your airline is just another cell on a price and schedule spreadsheet. Airlines that are able to focus their brand on several key attributes and relentlessly execute on delivering a differentiated customer experience are able to break out of the box and continuously deliver profitability. Read more

Net Promoter Score Solution

Understanding the Sentiments behind the Scores

Many companies have been successful in measuring Net Promoter Score (NPS™) program results as a periodic benchmark to drive unified action and to make occasional improvements. When implementing a NPS Program, do marketers immediately ask or analyze a follow-on question about WHY customers responded the way they did? Read more

Customer Listening Solution for Community Managers

How do you stay on top of all the conversations taking place within your hosted community? Can you accurately track the topics and sentiment being expressed by your community members? Are you able to measure the success of your efforts to moderate and facilitate conversations? Do you know what your customers and influencers are saying about you outside the walled garden of your company-sponsored online community? Read more

Social Media Implementations

SEM Experience Analytics delivers real sentiment, meaning and trends within social media for many of the world's leading consumer brand companies. SEM Experience Analytics' solution for social media listening implementations has several distinct advantages that enable brand-driven companies to gain strategic insights and take intelligent action. Read more