Kana Delivers Cloud Customer Service Suite for Midmarket
Kana Express features an improved user interface, advanced analytics and multi-language support.Kana Software has unveiled a cloud customer service suite targeting midsize and growing businesses, as well as divisions and subsidiaries of larger enterprises. Kana Express features a new user interface, advanced analytics and international language support. By leveraging cloud computing, Kana Express offers secure management of phone, email, live and automated chat, social and Web self-service channels "without the costs and complexities often associated with more traditional midmarket systems," said Kana. Additionally, it scales to support hundreds of thousands of transactions daily and integrates with other front- and back-office systems. "Kana Express is purpose-built to address midmarket needs," James Norwood, chief marketing officer, Kana Software, said in a statement. "While alternatives are either too complex, take too long to implement or betray their low cost with light functionality, Kana Express is an affordable end-to-end, omni-channel service offering that midmarket organizations can implement quickly to realize a rapid return on investment." New features include a modern user interface (UI) for Internet Explorer, Chrome, Firefox and Safari browsers that helps agents resolve more customer issues at the first contact, reduce average handle times and increase quality scores. It also includes contextual knowledge management that displays relevant interaction and engagement history to agents and self-service Web customers.
An advanced reporting and analytics framework also was added, which offers users control over performance reporting, trend analysis and forecasting to help service teams stay ahead of issues and turn opportunities into revenue-generating activities, said Kana. Building on the existing reporting and analytics framework, the latest release also delivers extensive personalization, extended graphical visualization and expanded reporting options.