Company Profile
KANA (NASDAQ: KANA) provides the industry's leading eCRM solutions to the largest businesses in the world, helping them to better service, market to, and understand their customer and partners, while improving results and decreasing costs in contact centers and marketing departments. Through comprehensive multi-channel customer relationship management that combines the best-in-class KANA eCRM Architecture with enterprise applications, KANA has become the fastest-growing provider of next generation eCRM technology. The company's customer-focused service, marketing and commerce software applications enable organizations to improve customer and partner relationships by enabling them to productively interact when, where and how they want - across all touch points, including web contact, web collaboration, e-mail, and telephone. KANA's global customer base includes Global 2000 organizations in the financial services, manufacturing, high technology, communications, retail and services markets. ADP, Chase, E*Trade, GAP, GM, Hewlett-Packard, Kodak, Sony, United Airlines, Verizon, and Williams Sonoma are among the Industry leaders that have implemented KANA's eCRM solutions. KANA has locations in 22 countries worldwide, in addition to an extensive global network of channel partners.
KANA Service For the first time, Global 2000 organizations can leverage Web technology to deploy a thin-client based service solution to consolidate all customer, partner and employee interactions from various communication channels - including phone, e-mail and the Web - in a complete eCRM system. * Streamlines contact center operations and improves customer service quality * Enables agents to quickly, accurately and consistently respond to customer inquiries * Enables customers to easily help themselves and resolve their own issues * Includes a service application with personalized views, case management, a universal history of all interactions, and knowledge management * Includes e-mail management and knowledge base applications KANA Marketing KANA Marketing helps marketers become more efficient and targeted in their direct marketing and relationship-building efforts, across all channels. KANA Marketing does this by analyzing customer behavior to identify targeted marketing opportunities and campaigns, as well as by executing, managing and measuring these campaigns. This allows the marketer to more effectively drive revenue, build loyal relationships and reduce costs. * Drives more qualified leads from their marketing efforts * Identifies which product offers will most likely generate a response * Shrinks the cost and time it takes to execute a personalized and targeted campaign * Tracks the performance and ROI of your direct marketing efforts KANA Commerce Analytics Get immediate access to the kind of information you always wanted, but never had. Select from an array of packaged metrics and dynamic reports to analyze a visitor's complete commerce experience from loading the shopping cart, to the final purchase through the order fulfillment. * Analyzes the ROI of your Web investment * Tracks key customer purchasing and sales trends * Compares performance of online and traditional sales channels * Monitors order fulfillment to ensure customer satisfaction