SUNNYVALE, CA and MELVILLE, NY--(Marketwired - Apr 9, 2014) - KANA® Software, a Verint® Company (
In its 83-criteria Customer Service Solutions For Enterprise Organizations evaluation, Forrester says "with a solid value proposition and a sound application ownership experience, KANA Software is a good fit for buyers that are looking for a vendor to streamline and standardize complex customer-facing processes."
Forrester recognizes KANA Enterprise as one of the vendors supporting deep agent guidance that helps enable organizations to design and quickly deploy flexible process flows to increase customer service process efficiencies, reproducibility, compliance with company and regulatory policies, and, as a result, customer satisfaction.
Further, Forrester cites KANA Enterprise for delivering context-aware multichannel customer service journeys, noting it displays contextual data to agents at the time of need. Very strong business process management tools, knowledge management capabilities, email and social customer service and strong social listening capabilities are also cited, as well as strong case management functionality.
In Forrester's Customer Service Solutions For Small and Midsize Teams report, KANA Express was cited for a multichannel product with strong usability and a rapid time to value.
"Forrester's recognition of our strengths supporting enterprise and midsize organizations is to us a powerful validation of our vision for, and commitment to, providing our customers with the most advanced customer engagement functionality available today," comments James Norwood, senior vice president and chief marketing officer for KANA. "Our omni-channel customer service suites are purpose-built to help organizations profitably and effectively transform their customer engagements."
These recognitions follow on last month's announcement where KANA Enterprise was named a Leader in Forrester Research, Inc.'s The Forrester Wave™: Dynamic Case Management, Q1 2014.
About KANA
KANA, a Verint® Company, is a leading provider of cloud and on-premise customer service solutions. KANA helps global organizations -- including many of the Fortune 500, mid-market businesses and public sector agencies -- optimize their engagements with consistent and contextual customer journeys across agent, web, social and mobile experiences. Using KANA solutions, organizations can reduce operational costs, increase resolution rates and improve brand loyalty. Learn more at www.kana.com.
About Verint Systems Inc.
Verint® (
This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2014 and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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