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Learn how KANA improves customer service in different industries, keep on top of important trends, and go in-depth on KANA technology.

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Enterprise Feedback Management

KANA Enterprise and Verint Enterprise Feedback Management complete the customer service feedback loop, helping organizations validate how their customer service teams have performed, act on customer feedback from multiple channels to repair a poor customer...
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KANA Enterprise Activity Streams

While email remains a fundamental part of the enterprise communications infrastructure, organizations are rapidly becoming aware of the benefits of enterprise social networking. Tools that enable employee collaboration meet the changing requirements of today’...
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KANA Enterprise Advanced Co-Browse

Technology has changed the way organizations are able to interact with customers. While customers now have access to a wealth of digital resources, online channels often lead to abandonment and require guidance or advice. KANA Enterprise Advanced Co-Browse...
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KANA Enterprise Agent Desktop

Contact center managers need to ensure their agents are empowered with the right tools and information to provide differentiated and personalized services that meet customers’ high expectations.
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KANA Enterprise Case Management

Handling customer cases and inquiries swiftly and efficiently while giving the client a good experience is the aim of every service organization. This can be challenging for any organization. KANA Enterprise Case management can help.
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KANA Enterprise CTI

Intelligent integration of your telephony system with your agents' desktop is critical to delivering excellent service and maintaining efficient contact center operations. The KANA Enterprise CTI has proven integration capabilities
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KANA Enterprise Email

Email Management is a critical business requirement for any organization. Your customers expect to contact your organization via email and receive answers to their questions quickly, reliably and consistently. KANA is recognized leader in high volume email.
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KANA Enterprise Experience Analytics

KANA Enterprise Experience Analytics collects, analyzes and reports relevant insights derived from multiple channels of customer interactions, including social media, emails, text messages, voice-to-text comments, Web forms and surveys.
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KANA Enterprise Experience Community

Online communities for customers have become an important way for organizations to enhance customer experiences and to develop and improve products and services. KANA Enterprise Experience Community weaves together the strongest aspects of online communities.
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KANA Enterprise Knowledge Authoring

To provide one version of the truth across all channels, languages and user types, you need a knowledge base with the flexibility to create shared, reusable content, while still protecting sensitive information from view. You also need a robust workflow to...
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KANA Enterprise Knowledge Management

KANA Enterprise Knowledge Management delivers the right knowledge through context. Contextual information about the customer, such as customer type, location, products owned, etc. is used to filter the search and provide personalized results.
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KANA Enterprise Live Chat

The emergence and use of digital channels have helped introduce direct customer benefits through flexibility, 24x7 availability and lower costs. The Web and mobile channels are becoming key sales and service channels as customers increasingly search, purchase...
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KANA Enterprise Live Chat and Co-Browse

Sometimes, customers need help with their Web or mobile interactions and want a simple way to communicate with your organization. Otherwise, they may abandon their interactions. The KANA Enterprise Live Chat and Co-Browse offer unparalleled communication...
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KANA Enterprise Outbound Calling Campaigns

The KANA Enterprise Outbound Calling Campaigns solution provides a consistent and professional approach to sales campaign management that empowers sales and marketing business users to create and execute outbound campaigns.
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KANA Enterprise Platform

KANA Enterprise transforms your customer service and helps your deliver a personalized customer experience that differentiates your brand and helps you stand out from the crowd.
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KANA Enterprise Reporting and Analytics

No matter how much effort you put into planning and implementing a customer service strategy, it will be wasted if you cannot measure its performance. The customer service experience must be constantly refined and improved, and measurement is necessary to...
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KANA Enterprise Smart Engagement™

Your customers don't care about channels. They simply choose the most convenient way to contact you based on who they are, where they are, what device they own and what problem they are looking to solve.
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KANA Enterprise Solution Description Brief

KANA Enterprise is the next generation of customer service solutions. It represents an innovative approach for designing engaging customer experiences and delivering personalised, differentiated and consistent customer service across all communication...
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KANA Enterprise Web Self-Service

The KANA Enterprise Web Self-Service enables your organization to deliver a personalized Web self- service experience that differentiates your brand and makes it stand out from the crowd. It transforms your customers’ experience.
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KANA Enterprise Whitemail Management

While the growth rate of paper documents is slowing, most organizations still receive large volumes of inbound paper documents (whitemail) that need to be managed and processed. KANA Enterprise Whitemail Management helps you process inbound paper documents.
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KANA for Communications

Expectations from communications customers are high, but providing superior service is increasingly difficult with complex devices, disconnected back-end applications and a growing number of customer service channels.
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KANA for Financial Services

It is estimated that up to 35% of banks' market share in North American could be in play by 2020 as traditional branch banking gives way to new digital players in payment, lending and Internet banking. KANA software enables clients to achieve the...
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KANA for Insurance

The insurance industry is at an inflection point between operating in a product-oriented marketplace and operating in a customer-oriented marketplace. In today’s highly regulated insurance market, little separates one insurance carrier from another. It...
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KANA for Retail

The emergence of digital channels (Internet, mobile and social) has introduced increased price transparency, better consumer-level information, faster supply chains and a shift in customer behavior within the retail industry. Customers are more networked than...
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KANA for Travel, Hospitality and Leisure

These are challenging times to be in travel and hospitality. Tech-savvy customers and increasing competition contribute to fast-changing market demands. More than ever, growing your business demands focus on delivering better, quicker, more relieable customer...
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KANA for Utilities and Energy

Within the utilities and energy market, customer service is no longer a nice to have. In many countries, it is becoming a regulatory requirement. Aging technology is struggling to keep pace with customer and market requirements and is constraining business...
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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...
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KANA Experience Analytics Express

KANA Experience Analytics Express delivers insight from sentiment and trends within social media and direct-to-company feedback. It has several distinct advantages that enable customer-centric organizations to gain understanding and take intelligent action.
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KANA Express Advanced Analytics

The problem faced by many organizations is not a lack of data, but an inability to turn that data into meaningful information. KANA Express Advanced Analytics aims to solve this problem by providing advanced analysis, reporting and data mining capabilities...
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KANA Express Call Management

Better and faster call handling is just a click away. The phone remains the most frequently used channel for customer contact; it’s quick, convenient and familiar. But answering questions by phone is also the most expensive form of customer contact....
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KANA Express Campaigns

Inbound and outbound calls managed effectively. With the KANA Express Campaigns module, you can manage campaign-related outbound calls simply and effectively. Paper scripts and calling lists belong to the past.
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KANA Express Email Management

Scalable email management integrated across service channels. Email is a heavily used channel for customer contact. It offers customers a quick and simple means of communication. It is also personal and confidential, which is why email traffic increases every...
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KANA Express Emailing

KANA Express Emailing is a campaign management solution that provides tools to effectively manage ad hoc or campaign-based outbound contacts.
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KANA Express Implementation and Support Services

With experience gained from more than 200 implementations, KANA provides the highest standard of implementation services and support for your project. As a cloud-based solution, KANA Express does not require any separate hardware or software installation....
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KANA Express Knowledge Management

Providing customers with an intelligent search solution not only equips them to answer their own questions, but also helps you gain invaluable information about their needs from their search behavior. Give your contact center agents suggested answers to the...
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KANA Express Live Chat

Engage online visitors with live chat. Your customers want to receive ever quicker answers to their questions. Waiting for an answer via email or on hold for a contact center agent is not always an option. With KANA Express Live Chat available through your...
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KANA Express Overview

Midsize organizations need to deliver outstanding customer service at a lower cost to serve. KANA Express helps them do just that. KANA Express spans all customer experiences and unifies them with a single source for knowledge,search,integration and business...
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KANA Express Reporting and Analytics

Continuous improvement starts with knowing how you’re doing now. The whole point of providing great customer service is to attract and retain customers. That requires an investment in people, processes and tools. You need continuous insight into how...
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KANA Express Security

KANA Express offers omni-channel, cloud-based customer service software for midsize businesses and organizations. It provides a complete suite of customer contact and experience management solutions that include Email, Call and Whitemail Management as well as...
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KANA Express Virtual Assistant

A Virtual Assistant that delivers Real Assistance. Your customers want to receive ever-quicker answers to their questions. Waiting for an answer via email or on hold for a contact center agent is not always an option. With the KANA Express Virtual Assistant...
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KANA Express Web Self-Service

Intuitive Web Self-Service. Make it easy for customers to achieve their online goals whether they’re shopping, looking for information or seeking assistance. Customers will be more likely to resolve their own queries and issues, which they can do at any...
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KANA Express Whitemail Management

Faster, better handling of fax, letter and in-person contacts. Reduce the time and costs of handling inbound letters and faxes as well as customer requests at the reception desk. KANA Express Whitemail Management is an intelligent solution that allows you to...
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LAGAN Enterprise CRM/311 for Government

LAGAN Enterprise is specifically designed around the challenging data management and integration requirements of Government delivering a powerful blend of case management, business process management, knowledge management, real time analytics and social media...
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LAGAN Enterprise Agent Desktop

LAGAN Agent Desktop is uniquely tuned to the Public Sector’s requirement. It puts your agents on the path to success by giving them a clear view of their next steps, whatever direction a customer takes.
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LAGAN Enterprise Business Intelligence

Traditionally, the problem faced by many organizations is not a lack of data, but of the inability to turn that data into meaningful information. LAGAN Enterprise Business Intelligence is uniquely tuned to the public sector’s requirement and solves this...
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LAGAN Enterprise Customer Mobile

The phenomenal rate of growth of smartphone and tablet adoption shows no sign of easing. Increasingly customers expect to use a mobile device to access the Internet, make payments, make service requests and track interactions. Public sector service...
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LAGAN Enterprise Employee Mobile

LAGAN Employee Mobile allows public sector workers to easily view,  accept, update and close cases while in the field, improving worker efficiency  and the accuracy of SLA response metrics. LAGAN Employee Mobile is  available for iOS and...
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LAGAN Enterprise Experience Analytics

Social media has changed the way government interacts with citizens.  Public sector service organizations need to listen, monitor and analyze citizen interaction on social media, as well as use this channel to engage with the public. By leveraging the...
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LAGAN Enterprise Integration Adaptors

LAGAN Enterprise was architected from the ground up around “Service Oriented Architecture” principles to be an open system, allowing it to integrate with multiple systems and, in turn, be integrated to by multiple systems.
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LAGAN Enterprise Knowledge Management

LAGAN Knowledge Management delivers the right knowledge through context.  Most knowledge management engines emphasize the query –  the handful of words a user chooses to type but, in reality, users typically only type one or two words.  ...
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LAGAN Enterprise Open311

LAGAN Open311 allows public sector organizations to seamlessly and efficiently connect Lagan and compliant third-party mobile and Web apps to their LAGAN Enterprise implementation so their issues can be routed directly to the back office for resolution.
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LAGAN Enterprise Solution Description

This document defines the functionality, features and benefits of the LAGAN Enterprise product suite.
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LAGAN Enterprise Web Self-Service

"Digital First" channel strategies through Web, mobile and social interactions have introduced direct customer benefits through flexibility, anytime, anywhere availability and lower service delivery costs, which has caused a shift in customer...
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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...
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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....
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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...
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KANA Response Live

With its suite of intelligent Web collaboration tools, KANA Response Live offers unparalleled communication convenience to increase online sales, improve service quality, lower transaction abandonment rates and create more satisfied, loyal customers. KANA...
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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...
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Customer 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....
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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...
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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...
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