KANA Software KANA makes every customer experience a good experience. A global leader in customer service solutions delivered on-premise or in the cloud, KANA Service Experience Management (SEM) lets organizations take complete control over customer service interactions, so they can take care of customers, while managing costs and reinforcing brand. By unifying and maintaining context for customer journeys across agent, web, social and mobile experiences, KANA solutions have reduced handling time, increased resolution rates and improved net promoter score (NPS) at more than 850 enterprises, including half of the Global 100 and more than 250 government agencies. KANA is based in Silicon Valley, California and has offices worldwide.
Web Site: http://www.kana.com
With a unified Agent Desktop in place, your call center can focus on servicing your customers rather than on navigating service processes—swiftly helping customers accomplish their goals and solve their issues. Customer satisfaction increases, while agent-training costs go down—right along with agent attrition.
Call center agents employ multiple applications, systems and databases to take care of business when... (read more).
Social media is huge. And so is the number of online conversations on social networks. Fortunately SEM Experience Analytics, goes beyond merely monitoring brand mentions to actually uncovering the topics, meaning, trends and sentiment of customer conversations.
Continuous, real-time and deep textual analysis of the massive amounts of information from social media, as well as direct customer communication... (read more).