Mid-market, omni-channel customer experience management

KANA Software has released a new version of its mid-market customer service suite, KANA Express. Built to take advantage of flexible cloud computing, Express securely manages phone, e-mail, live and automated chat, and social and Web self-service channels. Further, the company explains, KANA Express scales to support hundreds of thousands of transactions daily and seamlessly integrates with other front- and back-office systems.

KANA reports features include:

• user-friendly interface for Internet Explorer, Chrome, Firefox and Safari browsers—delivers knowledge, help and next-best options automatically and in context so agents can make fewer mouse clicks and save time while providing more consistent responses to customers;
• new analytics—provides complete control over performance reporting, trend analysis and forecasting, allowing service teams to stay ahead of issues and turn opportunities into revenue-generating activities; and
• mobile support—the new UI adapts to allow use on mobile devices, including tablets, and includes Section 508/AA compliancy for accessibility by people with disabilities.

KANA adds that with the new version of Express, 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.

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.