Flexible Cloud Delivery Model
As a KANA cloud solution, KANA Express is fast to implement, fully configurable to your website and customer service operations, and can easily handle service peaks and rapid growth. It requires very little technical support and easily integrates with existing CTI and CRM applications for immediate ROI and low total cost of ownership.
Multichannel Customer Service
KANA Express supports multiple online service channels with integrated knowledge resources and social support. These two break-away capabilities improve service responsiveness and accessibility to information, enhancing both the customer and agent experience while improving service efficiency and driving down cost to serve.
The central knowledge base ensures consistent answers and a completely channel-transcending customer profile. You can even have communication through social media coming in and being dealt with automatically in KANA Express.
Web Customer Service
KANA Express helps reduce call volumes and abandonment rates by enabling customers to find answers and ask questions through self-service channels including advanced search, FAQ and live chat.
With KANA Express, your customers can find the answers and knowledge they need more quickly and on their own, reducing the costs associated with call-based customer service interactions.
Whether customers are shopping, looking for information or for assistance, KANA Web Experience makes online service targeted and efficient.
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KANA Agent Experience is designed to make every agent your best. Contact center agents navigate all resources in a unified desktop with a 360º view of the customer across channels. Guided contextually to information and answers, agents are more productive and the customer journey stays right on target.
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KANA Social Experience makes social media an integrated and strategic part of the customer experience you deliver. Listen to what customers are saying across social networks. Analyze the chatter and engage effectively. Make the benefits of social go both ways.
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KANA Citizen Experience brings streamline service delivery, reduce costs and increase citizen engagement. From back-end process to front-line functionality, KANA Citizen Experience Suite brings efficiency to your service operations and to the service experience. End-to-end process management and a complete view of customers and cases across social, mobile, Web and contact center channels.
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KANA Express Overview 
