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Customer Service Software Solutions


Service-centric solutions for customer-centric experiences.

KANA Customer Service Software supports the specialized needs of service agents and their customers in large and midsize organizations. With more than 900 implementations in the Commercial and Public Sector, KANA application-specific solutions help create positive customer experiences across all channels. Here are a few of the more common business solutions KANA has delivered worldwide:

Agent Desktop

Agent Desktop

With a unified Agent Desktop in place, your call center can focus on servicing your customers rather than on navigating contact center software and service processes — swiftly helping customers accomplish their goals and helping you solve their issues. Customer satisfaction increases, while agent-training costs go down, right along with agent attrition.
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Case Management

Case Management

The customer cases that make it past your automated processes and self-service channels to your agents are the complex and unpredictable ones. To handle them, agents need increasingly specialized knowledge — knowledge about which step is next and what information is relevant when a case takes an unscripted turn. Traditional agent tools can't handle the increasing complexity efficiently. KANA Enterprise Case Management can.
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Email Management

Email Management

Business growing? Introducing new product lines? The volume of email hitting your contact center will spike, but your average handling time doesn’t have to. KANA Email Management provides fast, intelligent handling of large volumes of email, and is designed to increase contact center productivity and scale easily with demand.
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Knowledge Management

Knowledge Management

If your service reps spend more time searching for answers than servicing customers, your data resources are working against efficiency and positive customer experiences. Knowledge Management makes your data work for you by providing access to information contextually, to make search — and service — targeted and efficient.
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Social Media Monitoring

Online conversations never stop. They persist indefinitely and can re-ignite after months of inactivity. Social media monitoring tools help companies identify brand mentions to get ahead of potential problems before they turn into full-blown crises. But brand monitoring is a lot more than problem detection. It's an opportunity to gain customer insights.
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Social CRM

Social CRM

Across industries, companies are going social. From online communities and forums to Twitter and Facebook, social media is how we communicate today — with big implications for business. Is your business venturing into Social CRM? Don't worry. It doesn't have to be a threat. Make it an opportunity engage your customers.
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Text Analytics

Text Analytics

To keep your customers coming back, you have to know what they want. Text analytics digs deep into customer conversations to deliver the good, the bad and the ugly — the truth about what your customers are saying about your brand, products and services.
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Voice of the Customer

Voice of the Customer

Your customers are voicing their opinions on social networks, in blogs and forums, and in email and chat sessions with customer service. But, do you hear them clearly? Making sense of it all can transform your business. The right voice of the customer (VOC) solution can help you understand customers better and build deeper relationships.
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Web Self-Service

Web Self-Service

Web Self-Service is key to bringing down costs in the call center. Merely offering customer self-service, however, isn’t enough. Make it easy, efficient and rewarding for your customers. It’ll reward your business right back with greater customer adoption and lower online abandonment rates.
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Channel Shift

Channel Shift

As city and other governments move online to engage with citizens on smartphones and in social media, they’re not just improving service, but lowering its costs. KANA helps make it happen with enabling technologies and industry experience that facilitate the channel shift in the public sector.
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Cloud Solutions

Cloud Solutions

With KANA Customer Experience Management solutions for the cloud, you can leverage all the benefits that cloud technology offers, such as rapid deployment and rapid response to changing market conditions, or not having to worry about your IT resources and infrastructure. We can host and manage your KANA solutions in a dedicated cloud environment.
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