Information
2-chōme-3-43 Honjōnishi, Higashiosaka, Osaka 578-0965, Japan
+81 6-6748-2313
-
-
Overview
- Summary
- KANA is a leading company in customer service solutions, providing on-premise and cloud-based customer relationship management (CRM) software products. The company focuses on developing solutions that optimize customer interactions and enhance customer satisfaction. As a subsidiary of Verint Systems, it serves businesses and government agencies across various industries. KANA improves operational efficiency for enterprises through customer experience management and service intelligence technologies.KANA is a leading company in customer service solutions, providing on-premise and cloud-based customer relationship management (CRM) software products. The company focuses on developing solutions that optimize customer interactions and enhance customer satisfaction. As a subsidiary of Verint Systems, it serves businesses and government agencies across various industries. KANA improves operational efficiency for enterprises through customer experience management and service intelligence technologies.
- Key Products/Technologies
- KANA Enterprise: An integrated platform solution supporting both agent-based and customer self-service scenarios. It combines knowledge, processes, data, and various channel capabilities to deliver omnichannel customer service. The solution enables consistent customer experiences across multiple channels including web, mobile, social media, and contact centers.KANA Enterprise: An integrated platform solution supporting both agent-based and customer self-service scenarios. It combines knowledge, processes, data, and various channel capabilities to deliver omnichannel customer service. The solution enables consistent customer experiences across multiple channels including web, mobile, social media, and contact centers.
- KANA Express: A customer service and communication management solution tailored for the mid-market business segment.KANA Express: A customer service and communication management solution tailored for the mid-market business segment.
- LAGAN Enterprise: A software package specialized in government-to-citizen (G2C) customer relationship management. This system compiles information from sources like 311 calls and map overlays to improve resource management.LAGAN Enterprise: A software package specialized in government-to-citizen (G2C) customer relationship management. This system compiles information from sources like 311 calls and map overlays to improve resource management.
- KANA Experience Analytics: Software that enables companies to monitor and analyze social media channels such as Facebook, Twitter, and LinkedIn.KANA Experience Analytics: Software that enables companies to monitor and analyze social media channels such as Facebook, Twitter, and LinkedIn.
- Service Experience Management (SEM): A customer service solution that allows companies to precisely control how each customer interaction unfolds, making real-time adjustments to achieve key performance indicators (KPIs). It integrates search, data, processes, knowledge, and real-time optimization into a single solution.Service Experience Management (SEM): A customer service solution that allows companies to precisely control how each customer interaction unfolds, making real-time adjustments to achieve key performance indicators (KPIs). It integrates search, data, processes, knowledge, and real-time optimization into a single solution.
- Service Experience Modeler: A module that empowers business users to create, modify, and deploy business processes within a short timeframe.Service Experience Modeler: A module that empowers business users to create, modify, and deploy business processes within a short timeframe.
- Adaptive Desktop: The customer/CSR's user interface and screen flow dynamically created by the Experience Modeler, guiding users through the proper process.Adaptive Desktop: The customer/CSR's user interface and screen flow dynamically created by the Experience Modeler, guiding users through the proper process.
- Service Experience Optimizer: An analytics tool that automatically optimizes business processes in real-time based on service level objectives.Service Experience Optimizer: An analytics tool that automatically optimizes business processes in real-time based on service level objectives.
- Core Advantages
- Omnichannel Customer Service Capability: The ability to provide a consistent and integrated experience across all customer touchpoints, including web, mobile, social media, and contact centers. This technology maintains a full transaction history even when customers switch channels.Omnichannel Customer Service Capability: The ability to provide a consistent and integrated experience across all customer touchpoints, including web, mobile, social media, and contact centers. This technology maintains a full transaction history even when customers switch channels.
- Integrated Service Intelligence: The capability to inject service intelligence into customer interactions, leading to reduced inquiry handling times and increased resolution rates.Integrated Service Intelligence: The capability to inject service intelligence into customer interactions, leading to reduced inquiry handling times and increased resolution rates.
- Real-time Optimization and Adaptability: The flexibility for customer service teams to adapt to new products, promotions, and policies within minutes, and to optimize business processes in real-time to achieve KPIs.Real-time Optimization and Adaptability: The flexibility for customer service teams to adapt to new products, promotions, and policies within minutes, and to optimize business processes in real-time to achieve KPIs.
- Extensive Customer Base and Proven Solutions: The utilization of its solutions by over 600 companies worldwide, including more than half of Fortune 500 companies and over 250 government agencies.Extensive Customer Base and Proven Solutions: The utilization of its solutions by over 600 companies worldwide, including more than half of Fortune 500 companies and over 250 government agencies.
- Integration of Data, Processes, and Knowledge: The combination of search, data, processes, knowledge, and real-time optimization into a single solution, offering customers ultimate control over defining and orchestrating the end-to-end service experience.Integration of Data, Processes, and Knowledge: The combination of search, data, processes, knowledge, and real-time optimization into a single solution, offering customers ultimate control over defining and orchestrating the end-to-end service experience.
- Strategic Acquisitions and Product Expansion: A history of expanding its product portfolio and geographical reach through strategic acquisitions such as Lagan Technologies, Overtone, Trinicom, and Sword Ciboodle.Strategic Acquisitions and Product Expansion: A history of expanding its product portfolio and geographical reach through strategic acquisitions such as Lagan Technologies, Overtone, Trinicom, and Sword Ciboodle.
- Target Industries
- Financial Services IndustryFinancial Services Industry
- Pharmaceutical IndustryPharmaceutical Industry
- Government AgenciesGovernment Agencies
- Retail IndustryRetail Industry
- Telecommunications IndustryTelecommunications Industry
- Public Services IndustryPublic Services Industry
- Manufacturing IndustryManufacturing Industry
- All industries requiring customer serviceAll industries requiring customer service
- Major Markets
- --
- Certifications/Patents
- While specific patent or certification information for KANA Software itself is not explicitly found in the search results, the company maintains a strong technological edge and market leadership in customer service solutions.While specific patent or certification information for KANA Software itself is not explicitly found in the search results, the company maintains a strong technological edge and market leadership in customer service solutions.
- Its solutions demonstrate technical strength through quantifiable results such as improved customer satisfaction, reduced call volumes, and increased agent productivity.Its solutions demonstrate technical strength through quantifiable results such as improved customer satisfaction, reduced call volumes, and increased agent productivity.
Introduction
Location
2-chōme-3-43 Honjōnishi, Higashiosaka, Osaka 578-0965, Japan
클릭하여 위치 살펴보기
