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KANA®, A Verint® Company

KANA®, A Verint® Company

2550 Walsh Ave
Suite 100

Santa Clara, CA 95051
Phone: +1.800.737.8738, +!.650.614.8300, Sales: +1.866.672.3791
Fax: +1.408.736.7613

KANA®, A Verint® Company profile

KANA®, a Verint® Company, is a leading provider of cloud and on-premises customer service solutions. KANA helps global organizations—including many of the Fortune 500, mid-market businesses and public sector agencies—optimize their engagements with consistent and contextual customer journeys across agent, web, social and mobile experiences. Using KANA solutions, organizations can reduce operational costs, increase resolution rates and improve brand loyalty. Learn more at

KANA Enterprise
KANA Enterprise is a customer engagement optimization solution that addresses the complex customer service environment facing large commercial enterprises. It provides a platform for integrating disparate systems and supporting continuous business processes for customers and agents across all channels.

KANA Enterprise includes solutions for the agent desktop, email management, knowledge management, case management, chat, co-browse, social listening, social analytics, mobile self-service and Web self service. It also provides customer service managers drag-and-drop technology to design complex business processes that connect people via a common user interface and orchestrates the flow of data across disparate systems.

KANA Enterprise enables you to personalize the customer experience, helping increase customer satisfaction and advocacy, reducing your cost to service and separating yourself from the crowd.

KANA Express is a multichannel customer service solution delivered via the cloud. It supports consistent customer service via phone, email, live and automated chat, Web self-service, and social media. KANA Express unifies customer contact records and knowledge resources, and automatically delivers contextual help and information when and where it is needed. The solution is scalable to handle hundreds of thousands of transactions per day, even for businesses with as few as 20 call center agents. Sophisticated yet simple to use, KANA Express provides anytime/anywhere access to all the features you need to create great customer experiences across all service channels.

KANA Express provides a centralized and powerful knowledge base that automatically scans text in emails, chat sessions and Web self-service interactions, then quickly displays relevant answers and information in seconds – consistently and accurately. The solution also features sophisticated reporting and analytics for proactive performance management for real-time insight into the status of each customer, department and agent. A powerful integration server supports ease of connectivity with front-office and unified communication systems, such as IVR, ACD, CTI and CRM, as well as back-office functions, such as accounting and ERP systems.

KANA Express helps reduce costs and improves service availability. It is fully integrated, ensuring a consistent, 360-degree view of your customer contacts across all communication channels. It provides direct insight into customer contacts, helping increase customer satisfaction and ensuring the quality and consistency of responses. By integrating systems, KANA Express helps reduce phone and email traffic, and increase agent effectiveness by a quicker handling of customer queries.

LAGAN Enterprise
LAGAN Enterprise is specifically designed around the challenging data management and integration requirements for Government and Public Sector organizations. It delivers a powerful blend of case management, business process management, knowledge management, real-time analytics and social media capabilities. It also supports online government services initiatives that utilize the Web, mobile and social media, accelerating channel shift strategies to deliver improved service at lower cost.

LAGAN Enterprise is designed to easily integrate with existing infrastructure and back-office systems, scale to meet fluctuations in service requests and quickly add support for complementary solutions. Workflow and customer relationship management technologies, combined with an extensive knowledge base, put accurate information at the fingertips of service reps.

Specifically designed for the public sector, LAGAN Enterprise streamlines service operations across organizations, channels and public sector applications to create a complete customer service ecosystem that enables fast adaptation to evolving customer preferences.

KANA®, A Verint® Company is mentioned in the following articles

Taking customer relationship management to the next level

360-degree view of members across channels

Upping the ante for customer engagement

KANA releases latest version of Enterprise

2014 KMWorld Promise and Reality award finalists:

Twenty organizations have been named finalists for the 2014 KM Reality Award, and 20 others are finalists for the 2014 KM Promise Award.

The winners of the KM Promise and the KM Reality awards will be formally announced on Thursday, Nov. 6, at the 2014 KMWorld Conference at the Grand Hyatt Washington in Washington, D.C.

"Let ‘Em Loose": The Case for a Mobile Workforce

A mobile workforce changes the game in many ways. For one, having workers absent from their desks diminishes the interaction with colleagues—the water fountain/coffee room klatches—that can lead to helpful solutions and emerging insights. That kind of camaraderie should not be taken lightly. Mobile workers also need a very different infrastructure. There needs to be a means of supporting those who work from their cars, or their homes or from the beach for that matter. . . .

Redefining Customer Engagement in a Mobile-First World

Many companies and organizations have finally seemed to grasp how important customer service is to their business and have taken steps to improve their customer engagement. Companies are starting to take advantage of the myriad solutions available to them to enhance their customer service—email management, agent desktop, knowledge management and others.

Just as these companies are getting a handle on today's customer engagement strategies, they will soon have to make another adjustment. If companies wish to retain current customers and attract new ones, they must shift their focus from traditional customer service to mobile customer engagement. . . .

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