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Kana Launches Comprehensive Platform for Online Customer Communications
Kana 4 Enables e-businesses to Manage the Entire Online Customer Communications Lifecycle
PALO ALTO, Calif.--(BUSINESS WIRE)--Oct. 4, 1999-- Kana Communications, Inc. (www.kana.com), a market leading provider of online customer communications solutions, today launched Kana 4, a comprehensive suite of applications that deliver a complete e-businesses communication solution for electronic direct marketing, e-commerce and customer service. In addition to a new release of Kana Response, a leading solution for online customer service, Kana 4 now includes Kana Connect, an innovative permission-based electronic direct marketing solution, and Kana Commerce, a powerful transaction-related communications solution.This comprehensive platform enables e-businesses to manage high volumes of inbound and outbound e-mail and Web-based communications, while facilitating the delivery of specific and personalized information to each customer. Kana 4 provides e-businesses the following primary benefits:
-- Increase customer loyalty through improved service and the ability to proactively communicate with potential and existing customers through permission based e-mail marketing
-- Reduce operating costs through improved efficiencies in automating processes while delivering personalized communications
-- Better understand customers through sophisticated analysis and reporting on all customer communications
``Since today's competition is only a click away, it's mission-critical for e-businesses to provide the highest quality customer communications,'' stated Kana Communications CEO, Michael McCloskey. ``With the addition of Kana Connect and Kana Commerce, Kana 4 is a comprehensive solution that allows e-businesses to manage their entire online customer communications, while fostering world-class customer loyalty.''
``Customer experience and convenience is catching up with price in terms of importance to shoppers choosing a site,'' said Melissa Bane, director of Yankee Group's Internet Market Strategies team. ``E-businesses that have the infrastructure in place to manage customer communications effectively will be a step ahead of the competition.''
Kana Differentiators
Unlike point solutions, Kana 4 offers the most comprehensive and integrated communications solution for the entire customer lifecycle. Kana's proven reliability and scalability at ten of the top twenty most trafficked web sites, the platform's modern web-based architecture, and its ease of integration with existing enterprise applications enable e-businesses to enhance customer loyalty, generate additional revenue opportunities and reduce the cost of online communications.
``As a heavily trafficked site, we receive tens of thousands of e-mail and web forms every day from our customers,'' stated Rob Stoiber, Manager of Support Operations at XOOM.com. ``The Kana platform easily scales to handle these high volumes of customer communications and allows us to quickly respond to them, while still delivering personalized information to each customer.''
Kana Response
Kana Response, a leading platform for online customer service, helps e-businesses manage e-mail and Web-based communications, as well as proactive outbound e-mail customer service. The Kana Response product line includes enhancements to the previous products including Kana Mail and Kana Link as well as featuring new products such as Kana Classify and Kana Forms:
-- Kana Mail
Customer-driven improvements to Kana Mail include a variety of new features. Highlights include the Extensible Merge Fields, which incorporates data from other systems such as a customer database into Kana Mail to quickly and efficiently customize and personalize out-going messages. Queue Prioritization is a new feature that assigns priorities to message queues to ensure that high priority messages are answered first. Automatic message escalation within queue prioritization ensures that messages are answered within targeted service level goals. In addition, the Scheduled Reporting feature allows reports to run automatically at predefined times and save them in a variety of formats such as HTML, Excel, Word, and text.
-- Kana Link
Kana Link enables e-businesses to integrate the Kana platform with other enterprise systems. Using Kana Link, e-businesses can access and control platform functionality with cross-platform API's, meet company-specific requirements with a customizable user interface, and integrate data across enterprise applications with an open data model.
New Kana Response components include:
-- Kana Classify
Kana Classify significantly enhances the level of automation for responding to incoming messages. Using artificial intelligence, Kana Classify "learns" the content of a company's communications and automatically responds or automatically suggests responses based on history of responses to date. Now e-businesses receiving large volumes of incoming messages can more efficiently process customer inquiries and significantly lower the cost of customer service.
-- Kana Forms
Kana Forms enables e-businesses to expand their customer service solution to include their Website. Now e-businesses can effectively manage the detailed customer information received via Web forms to provide quick and accurate responses to customer inquiries. This valuable customer information can also be manipulated to provide sophisticated business analysis.
Kana Connect
Through the acquisition of Connectify, Kana extended its offering to include Connectify's software, now named Kana Connect. Kana Connect is the only in-depth and focused electronic direct marketing solution that enables marketers to profile, target and engage customers in one-to-one conversations through permission-based e-mail communication. Kana Connect enables companies to engage customers in e-mail conversations, deliver individually targeted messages, minimize human error associated with sending targeted messages, and increase the lifetime value of customers by driving repeat transactions and reducing attrition.
Kana Commerce
Kana Commerce is a new product line managing all customer communications related to transactions. E-businesses can use Kana Commerce to convert browsers to buyers as well as keep buyers informed of the status of their transactions. The first product, Kana Notify, enables e-businesses to automate and manage transaction-related e-mail, such as order confirmations, receipts, and shipping notifications, reducing the number of customer inquiries and providing a means to cross-sell and upsell customers to new products and services.
Kana: The Complete Solution
Kana's solutions are available either through Kana Online, an outsourced application hosting model, or through licensed software applications for installation within an e-business infrastructure. Kana's professional services team supports its packaged products by providing domain expertise, IT integration, training, and technical support. Kana 4 is generally available as of October 4, 1999.
About Kana Communications, Inc.
Kana Communications, Inc. (Nasdaq:KANA - news) is a market leading provider of online customer communications solutions for electronic direct marketing, e-commerce and online customer service. Kana develops, markets and supports a comprehensive suite of e-business infrastructure solutions that allow companies to manage high volumes of inbound and outbound e-mail and Web-based communications, while facilitating the delivery of targeted and personalized information to each customer. The company has more than 130 customers, including ten of the top twenty most visited sites on the Internet. Kana is based in Palo Alto, California, with offices Worldwide. For more information about the company, please visit Kana's website at http://www.kana.com or call Jason Cigarran at (650) 325-9850.
Note to Editors: Kana Communications, Kana and the Kana logo are trademarks of Kana Communications, Inc. All other company and/or product names are either trademarks or registered trademarks of their respective companies.
Editorial Contact:
Jason Cigarran
Kana Communications
(650) 325-9850
jcigarran@kana.com
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