SYS-CON MEDIA Authors: Jason Bloomberg, Elizabeth White, Zakia Bouachraoui, Andy Thurai, Liz McMillan

Press Release

KANA Raises the Bar for Service Experience Management

Design-Orchestrate-Listen Methodology Delivers Total Control Over Service Experience

KANA Software, Inc., on Monday announced the release of KANA SEM 11, latest version of the industry's first service experience management (SEM) platform for managing the entire customer service experience. KANA's SEM platform helps major corporations and institutions balance the demands of their business with the needs of the customer. KANA SEM 11 introduces the industry's first platform that incorporates a Design-Orchestrate-Listen methodology which enables corporations to provide multi-channel contextual support built on knowledge infused customer service processes. The announcement was made at the KANA European Customer Summit in England where KANA's enterprise customers have convened to collaborate with industry peers, share best practices and hear from industry leaders on how to take control of the service experience.

"The apex of the dot com boom came a decade ago, an era that introduced a disruptive new way of selling to and servicing customers online. However, it's been 10 years since then but the evolution of customer service has stagnated," said Mark Angel, CTO of KANA. "Today, products and services are less differentiated than they used to be, social media deeply influences our purchase habits and companies must rely on customer service to stand out from the crowd."

In a report from Gartner "Key Issues for CRM Customer Service Strategies," published March 2010, Michael Maoz, VP Distinguished Analyst, noted, "Customer service accounts for the majority of customer interactions over the lifetime of the customer relationship. Properly delivered, customer service plays a critical role in driving retention. The retention of a customer is the major driver of growth in the lifetime value of a customer to most organizations."

Angel continued, "Our experience working with large banks, telecommunication service providers and retailers has given us unique insight into the challenges of providing service using traditional technologies. The main issue is that business owners don't have the tools they need to control the service experience. Even more importantly, this insight has enabled us to build a technology platform that fundamentally changes how customer service organizations can achieve their goals. That's the promise SEM delivers with its latest release."

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