KANA introduces mid-market cloud solution Aug 30, 2012 Tweet KANA has launched a multi-channel Web customer service solution designed for mid-sized businesses and divisions and subsidiaries of global brands. The company says KANA Express offers full, cloud-based customer service and interaction management capabilities delivered through a software-as-a-service (SaaS) model.KANA describes Express as a single, integrated platform that provides consistent customer service across all channels (phone, e-mail, live and automated chat, Web self-service and social media). Further, the company explains, KANA Express unifies customer contact records and knowledge resources and automatically delivers contextual help and information when and where it’s needed.Integral to the new solution, says KANA, is a centralized knowledgebase that automatically scans text in e-mails, chat sessions and Web self-service interactions to quickly display relevant and accurate answers and information across channels in seconds. The solution also includes integrated reporting and analytic capabilities by providing real-time insight into the status of each customer, department and agent. An integration server supports ease of connectivity with front- and back-office systems. KANA reports Express is scalable to handle hundreds of thousands of transactions a day, even for businesses with as few as 20 call center agents.