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Kana Software, Inc. -
CRM Software - Category Directory
(650) 614-8300
181
Constitution Drive
Menlo Park, California 94025
www.kana.com
Sales
$61
million
Business Description
We
are a leading provider of enterprise Customer Relationship Management (CRM)
software solutions, primarily, knowledge-powered customer service solutions
that provide information to answer customer inquiries more efficiently,
accurately, and consistently. Our CRM software solutions intelligently apply
knowledge to the service resolution process, and use standards-based,
modular applications that promote cost-efficient, phased implementations of
our software by our customers and their implementation consultants. Our
service, marketing and commerce applications enable organizations to improve
the quality and efficiency of interactions with customers and partners
across multiple communication points, including web contact, web
collaboration, email, and telephone. Our customers include some of the
largest businesses in the world, and they use our products to help them to
better service, market to, and understand their customers and partners,
while improving customer satisfaction and decreasing operational costs.
KANA is headquartered in the Silicon Valley in Menlo Park, California, with
offices in Japan, Korea, and throughout the United States and Europe. Our
revenue is primarily derived from the sale of our software and related
maintenance and support of the software. To a lesser extent, we derive
revenues from training and consulting. Our products are generally installed
by our customers, using an integrator, such as IBM, Accenture, or Bearing
Point. While coordinating with integrators is an important part of our
strategy (see "Our Strategy" below), this often increases the overall
project cost for our customers, which could lengthen the sales process as
well as subject potential sales to additional factors not under our control.
Further, in recent years we have experienced a cautious purchasing
environment in our market and a lengthening in sales cycles. Consequently,
we face difficulty predicting the quarter in which sales to expected
customers will occur, if at all, which contributes to the uncertainty of our
future operating results. Since a significant portion of our license
revenues is generated by a relatively small number of transactions, we risk
the likelihood that our revenues will be lower than our expectations in any
given quarter.
Products
KANA iCARE is a comprehensive e CRM sofware suite made up of modular
applications that provide Global 2000 organizations and other enterprises
the ability to provide more intelligent, effective interactions with
customers, leading to loyal and lasting customer relationships while
reducing costs in the contact center.
The KANA iCARE suite is a flexible and scalable, Web-architected solution,
integrated on a single platform that supports multiple customer
communication channels. KANA iCARE provides the critical link between
contact centers and marketing departments, allowing organizations to have
effective, efficient interactions with customers at all points of contact
(including Web contact, telephone and e-mail) and throughout the enterprise.
KANA iCARE employs robust analytic tools across its entire product family to
allow companies to continually analyze and improve their customer and
partner relationships. These features enable Global 2000 organizations and
other enterprises to reduce the cost of information access for their
employees, customers and partners while creating profitable customer
relationships.
Our customers can deploy KANA's iCARE applications as a complete suite or as
separate applications Our iCARE applications include:
-KANA Contact Center - KANA Contact Center is a multi-channel customer
service application for contact centers that provides request management,
solution publishing, self-service capabilities, and extranet workflow.
-KANA IQ - Bringing together a self-service application for customers along
with an assisted-service solution for contact center agents, KANA IQ is a
sophisticated knowledge base that enables customers and agents alike to
quickly and accurately locate the information they need.
-KANA Response - KANA Response is a high performance email management system
that enables agent-assisted service with fast, high volume, intelligent,
automated e-mail, Web and instant messaging request management.
-KANA ResponseIQ - KANA ResponseIQ is a tightly-integrated combination of
KANA IQ and KANA Response that enables companies to better manage e-mail
responses to customer inquiries by accessing a common knowledge base that
routes requests through appropriate communications channels. -ResponseIQ
automatically responds to customers' requests with answers to their
questions, and forwards requests to the most qualified agents based on the
rules set by the organization.
-KANA Connect - KANA Connect automates the preparation and delivery of
personalized, event-driven e-mail messages so that the enterprise can
repeatedly and proactively engage with customers at lower cost.
-KANA Marketing - KANA Marketing is a multi-channel marketing automation
application that provides marketing organizations with more tools to build
lasting relationships with their customers, including rapid segmentation and
recurring campaign functionality.
In
addition, we have introduced solutions that optimize the delivery of
customer service for specific industries that face a high volume of complex
customer interactions. These industry solutions are:
-Agent IQ for Consumer Telecommunications - A customer service agent facing
application that helps agents solve consumer wireless and wireline service
issues.
-Agent IQ for Retail Banking - A customer service agent facing application
the helps agents solve retail banking issues.
-Customer IQ for Retail Banking - A customer facing self-service solution
that helps customers resolve retail banking issues
-Agent IQ for Branch Banking - A bank branch teller or branch manager facing
application that helps solve branch customers' issues.
Our
applications are designed to easily integrate with other enterprise software
and legacy systems. They can be installed on systems running either Unix or
Microsoft Windows NT operating systems, and provides customers with
capabilities for personalization, customer profile management, inquiry
management, universal business rules, knowledge management and extranet
workflow. They can be linked with customers' legacy systems allowing
customers to design their systems to preserve previous investments. Our
e-CRM software architecture uses data modeling to make data located in
external systems available in our application without requiring the data to
be moved or replicated. These applications are built on a Web-architected
platform incorporating our KANA eCRM framework, which provides users with
full access to our applications using a standard Web browser and without
requiring them to install additional software on their individual computers.
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