KANA Express Makes Omni-Channel Customer Service Accessible and Affordable for the Mid-Market

KANA Express Makes Omni-Channel Customer Service Accessible and Affordable for 
the Mid-Market 
New User Interface, Advanced Analytics and International Language
Support Help Mid-Market Businesses Differentiate With Cloud Customer
SUNNYVALE, CA -- (Marketwired) -- 06/27/13 --   KANA Software, Inc.,
a global leader in customer service solutions delivered on-premises
or in the cloud and used by more than 900 organizations and
government agencies worldwide, today announced the new release of its
award-winning, cloud customer service suite -- KANA Express. Designed
for midsize and growing businesses, as well as divisions and
subsidiaries of larger enterprises, the new release delivers
significant value through omni-channel customer service that is
accessible and affordable. 
Purpose-built to take advantage of flexible cloud computing, KANA
Express securely manages phone, email, live and automated chat,
social and Web self-service channels without the costs and
complexities often associated with more traditional mid-market
systems. However, unlike many SMB offerings, KANA Express scales to
support hundreds of thousands of transactions daily and seamlessly
integrates with other front- and back-office systems. KANA Express
offers flexible subscription pricing and service plans, rapid
implementation and training services, and subscription licenses
include a 30-day risk-free money-back guarantee. 
The new release empowers customer service agents to efficiently
manage more interactions and access key customer information in
context so they can consistently provide customer experiences that
"KANA Express is purpose-built to address mid-market needs," said
James Norwood, chief marketing officer for KANA Software. "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 mid-market
organizations can implement quickly to realize a rapid return on
New features include: a state-of-the-art user interface (UI) that
helps agents resolve more at the first contact, reduce average handle
times, and increase quality scores; contextual knowledge management
that displays relevant interaction and engagement history to agents
as well as customers serving themselves on the Web; and an advanced
reporting and analytics framework, which through end-user
personalization advances the depth, breadth and accessibility of
customer service metrics and key performance indicators. 
New User Interface Puts Agents in Command with Personalized Access to
Key Information
 A modern, user-friendly interface for Internet
Explorer, Chrome, Firefox and Safari browsers presents knowledge,
help and next-best options automatically -- all in context -- so
agents can make fewer mouse clicks and save time while providing more
consistent responses to customers. Additional enhancements underscore
the role of live chat in supporting today's digital, real-time
consumer expectations. 
Deeper Insights Enable Businesses to Capitalize on Trends and Make
Course Corrections
 New advanced analytics offer complete control
over performance reporting, trend analysis and forecasting, so
service teams can stay ahead of issues and parlay opportunities into
revenue-generating activities. Building on the existing reporting and
analytics framework, the latest release delivers extensive
personalization, extended graphical visualization and offers expanded
reporting options. 
"Among the reasons we selected KANA Express were its strong email
handling capabilities combined with reporting," said Boots Crossley,
vice president, client and member services for Virgin HealthMiles,
the leading health engagement platform. "Virgin HealthMiles aims to
provide a superior client experience and we rely on KANA to help our
agents be productive and our supervisors to understand where we need
to improve. I anticipate the new version of KANA Express will deliver
significant enhancements to both of these important areas." 
Adaptable Interface Supports Mobility, Accessibility and
International Business Criteria
 The new Agent Experience UI adapts
to allow use on mobile devices, including tablets, and includes
Section 508/AA compliancy for accessibility by people with
disabilities. Mid-market businesses can now operate from anywhere in
the world with user-definable time zones, international address
validation and support for 30 languages out-of-the-box, including
full support for double-byte character sets. 
"The expanded KANA Express support for multiple languages will
further speed up our ability to service customers across the globe,"
said Julie Mills, customer care centre supervisor for Universal
Electronics Inc., the global leader in wireless control technology
for the connected home. "KANA Express gives our agents the necessary
tools to consistently and accurately assist customers in any
geographical location via their preferred traditional and digital
communication channels. In the process this lessens the time and
costs that were required not long ago when providing support through
so many different channels."  
"Employee bandwidth, resource and budget limitations have
historically impeded mid-market businesses from delivering
enterprise-class customer service; with KANA Express, these
constraints no longer apply," explained Norwood. "KANA Express
leverages the 'Perfect Storm' of scalable cloud technology and
context-relevant channel communication with rapid deployment so any
size organization can support an 'Everyone Serves' approach for
memorable customer experiences." 
About KANA Software
 KANA understands the value of great customer
service experiences. We know every channel through which a customer
communicates with -- and about -- your brand. We provide on-premises
and cloud solutions for large enterprises and mid-market
organizations. By unifying and maintaining context for customer
journeys across agent, Web, social and mobile experiences, KANA
solutions have reduced handling time, increased resolution rates and
improved net promoter scores (NPS) at more than 900 enterprises --
including many of the Fortune 500 and more than 250 government
agencies. At KANA, we help create differentiated and personalized
customer experiences that count. 
KANA is based in Silicon Valley, California and has offices
worldwide. For more information visit www.kana.com, phone +1
800-737-8738, and follow KANA on Twitter @KANAsoftware. 
KANA is a registered trademark of KANA Software, Inc. All other
company and product names may be trademarks of their respective
Ryan Zuk 
KANA Software, Inc. 
+1 626 275 7625 
Rachel Roe
Twelve thirty Eight for KANA Software, Inc.
+44 7769 690287 
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