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October 04, 2015 8:09 PM ET

Internet Software and Services

Company Overview of KANA Software, Inc.

Company Overview

KANA Software, Inc. develops cloud and on-premise customer service solutions for Fortune 500 and mid-market businesses. It offers KANA Enterprise, KANA Express, and LAGAN Enterprise customer experience management platforms with web, agent, social, and mobile experiences. The company also provides agent desktop, social media monitoring, social customer relationship management, text analytics, voice of the customer, Web self-service, channel shift, and cloud solutions, as well as case, email, and knowledge management solutions. In addition, it offers consulting services in the areas of customer experience transformation engagement, customer service implementation, and strategic services; and e...

840 West California Avenue

Suite 100

Sunnyvale, CA 94086

United States

Founded in 1999





Key Executives for KANA Software, Inc.

Chief Financial Officer
Senior Vice President of Global Services
Head of Worldwide Product Strategy
Senior Vice President of North American Sales
Vice President of Human Resources
Compensation as of Fiscal Year 2015.

KANA Software, Inc. Key Developments

City of San Antonio Leverages Customer Mobile and Open311 Cloud Framework from KANA Software to Mobilize Citizen-Centric Government

KANA Software announced that the City of San Antonio, Texas is using its Customer Mobile application and Open311 cloud infrastructure to help residents access information and request city services from their mobile devices anytime, anywhere. San Antonio leveraged the Customer Mobile and Open311 cloud framework from KANA to support the integration of mobile as a 311 services channel. Its citizens can now self-report various issues--such as potholes, graffiti, traffic signal/sign maintenance, animal-related matters and trash/code concerns--from a variety of smartphones and other devices. Such reports are then logged in the city's KANA-supported 311 system and automatically routed to relevant city departments, making it easier than ever for constituents to connect with city government in near-real time to streamline resolution. With their report submissions, residents can also attach photos, identify a location and check the status of a report. Customer Mobile from KANA is a cloud-based solution that allows citizens to take advantage of many smart phone features to quickly and accurately report issues, such as potholes, graffiti and street issues, as they move about the city and their neighborhoods. The mobile reporting incorporates photos, GIS locations and specific attributes of the issue. Reports can be passed directly through to service delivery teams without employees needing to re-key them. The Customer Mobile and Open311 combination, which was implemented several years ago, enables the transmission of photos and GPS information to support the precise description and location of the issues in a format that San Antonio's existing 311 system can track. It also provides the built-in ability for citizens to track the resolution of their issue, without the need to call the contact center, which helps minimize call volumes. Intelligent routing, based on levels of authority and service delivery targets, helps ensure issues are reported instantly to the responsible team for task execution. The service is hosted by KANA in the cloud via the software-as-a-service (SaaS) model, eliminating the need for capital expenditure on hardware or software.

Carenet Healthcare Services Implements Kana Enterprise to Help Revolutionize its Member Engagement Strategy

KANA Software announced that Carenet Healthcare Services is implementing KANA Enterprise as a key solution for providing the next level of customer relationship management for its clients. Carenet delivers personalized care management and engagement solutions for a prestigious portfolio of national healthcare organizations, including commercial health plans, hospital systems, employer groups, the U.S. Military, and Medicare and Medicaid plans. Using data, clinical expertise and customer engagement strategies, Carenet team members personally interact with their clients' members and motivate them to take a more active role in their healthcare, ultimately lowering the cost and improving the quality of healthcare. After selecting KANA Enterprise in the first half of the year, the Carenet team will have a 360-degree view of members across channels and deeper insight to enable them to deliver richer, more personalized and relevant member service. As a result, the company will be positioned to radically change the member experience and build brand loyalty for its clients. Carenet also anticipates KANA Enterprise will help build stronger relationships by making it possible for a team member to serve as a single resource to support all of a member's healthcare needs. The company cites KANA Enterprise's ability to support multiple business lines and integrate with third-party applications as reasons for its selection.

KANA Software, Inc. Announces Version of its LAGAN Enterprise Customer Service Suite

KANA Software, Inc. announced the version of its LAGAN Enterprise customer service suite loaded with new functionality to enable agencies to unlock the full economic benefits of "Digital First" channel shift strategies. The new offering marries KANA's extensive experience in the government and commercial sectors. The result is functionality and expertise that governments need to improve customer service and reduce the cost to serve, along with the enterprise-grade scalability, security and ease of use that has long benefitted KANA's corporate clients. Key new LAGAN Enterprise functionality includes: Secure Web Self-Service Portal. A new portal supporting secure access to customer data and transactional services enables agencies to increase availability of online services in alignment with best practice data security and privacy protocols. Social Media Integration. The platform also offers new functionality to support seamless handling of social network communications, including Twitter and Facebook, in a similar manner as other channels. By leveraging social media, agencies can support a quick, easy and cost-effective channel for dialogue on topics ranging from emergency preparedness, utility outages or missed trash pickup. New Mobile Capabilities. The advent of the smartphone has given governments an important tool for citizen engagement. New LAGAN Mobile efficiencies leverage the engagement of "citizen sensors." These features streamline service requests initiated by citizen mobile devices, via address and location handling, for more exact pinpointing of work sites, reducing the cost of service delivery. Citizen Status Updates. While Digital First efforts to date have focused on providing access to information and services, issue resolution and reporting must also be addressed in the interest of responsiveness and accountability to citizen tax payers. New features in LAGAN Enterprise address closed loop reporting to keep the customer informed throughout service delivery, improving government transparency and mitigating "avoidable contact," which can trigger costs for agencies. Deployment Cost Savings. A new tool expedites the deployment of existing services through the secure Web self-service portal and employee mobile application, reducing deployment and maintenance costs. The new LAGAN Enterprise functionality maps to the need for governments to embrace digital channels that meet citizen expectations for customer-centric service.

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