KGCS Expertise

Take advantage of visionary thought leadership

Our team has the business and technical expertise to help you reach your customer service goals, and has unmatched experience creating programs and solutions that can enable greater call or email deflection, improve customer satisfaction and even reduce agent training needs.

Multi-Channel Call Center Design
KANA's Global Consulting Services has unmatched experience defining, planning and deploying multichannel CRM projects from the agent desktop to every interaction channel imaginable, including voice, chat, email, IVR and even mobile devices.

Knowledge Management
We have the know-how to help you harness the full potential of KM. We’ve completed dozens of enterprise knowledge management projects, and have the resources to thoughtfully design, deploy and optimize your processes and systems.

Web Self-Service / Communities
KANA's Global Consulting Services has the insights and resources to apply the right Web 2.0 approaches in your enterprise. From self-service benchmarking to search tuning, we can help you to create an online experience that delights your customers.

Measurement and Feedback Management
KANA's Global Consulting Services can show you how to choose the right metrics, and design an innovative measurement program for staff and customers. Tap into the latest approaches for feedback management, reporting and information access, and turn information into insight.