openPR Logo
Press release

Independent Research Firm Names KANA a “Leader” in the Magic Quadrant for CRM Web Customer Service

09-23-2011 02:13 PM CET | IT, New Media & Software

Press release from: KANA Software

Independent Research Firm Names KANA a “Leader” in the Magic

Sunnyvale, CA -- (Sept 21, 2011 --KANA Software, Inc., a world leader in software solutions for Service Experience Management (SEM), today announced that it has been recognized as a Leader by Gartner, Inc in the 2011 Magic Quadrant for CRM Web Customer Service*. The annual report tracks changes in the web customer service software markets and analyzes market dynamics. KANA's evaluation is based on completeness of vision and ability to execute.

"We believe our positioning in the Leaders quadrant is a strong confirmation of KANA's vision. With Service Experience Management (SEM), KANA has delivered a category defining solution that gives customer service managers' total control over their service experiences," said James Norwood, CMO of KANA. "Built on a context-aware service-oriented architecture (SOA), KANA SEM uniquely unifies customer journeys across the contact center, web site, and social community to deliver a complete and valuable vision for web customer service."

KANA Service Experience Management
KANA SEM has ushered in a new era of flexibility and control for web customer service by empowering customer service managers to rapidly design and deploy their customers' entire service experience processes. SEM transcends traditional solutions in which critical customer information resides in separate applications or silos that are difficult to integrate, making it hard for businesses to adjust quickly to changing business conditions.

"Gartner's in-depth evaluation process is unmatched in the industry," said Mark Duffell, Chairman, President and CEO of KANA. "We are honored to be positioned as a leader and believe this recognition is a direct result of our commitment towards our customers' success. Our focus on customers and delivering innovative solutions for their service operations will enable them to achieve their strategic goals and in turn help fuel our growth and success."
*Gartner, Inc., Magic Quadrant for CRM Web Customer Service, Johan Jacobs, September 19, 2011.

About the Magic Quadrant
The Magic Quadrant is copyrighted 2011 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About KANA Software
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of their customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved Net Promoter Score (NPS) at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide. For more information, visit www.kana.com.

Follow KANA on Twitter: http://twitter.com/KANAsoftware
KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

KANA, 840 W California Avenue, Suite 100, Sunnyvale, CA 94086
Vikas Nehru
KANA Software, Inc.
650‐330‐8645
vnehru@kana.com

This release was published on openPR.

Permanent link to this press release:

Copy
Please set a link in the press area of your homepage to this press release on openPR. openPR disclaims liability for any content contained in this release.

You can edit or delete your press release Independent Research Firm Names KANA a “Leader” in the Magic Quadrant for CRM Web Customer Service here

News-ID: 193149 • Views: 1166

More Releases from KANA Software

KANA Announces Major New Release of Service Experience Management
Latest Version Advances Customer Service Experience with Embedded Chat, Co-Browse and Social Listening Capabilities SUMMIT 2011, MIAMI, FL., October 3, 2011 -- KANA Software, Inc., a world leader in software solutions for Service Experience Management (SEM), today announced the immediate availability of KANA SEM 11R4, which builds on KANA’s vision for the future of customer service, marked initially by the launch of KANA SEM in 2010. Significantly, SEM 11R4 enables service
KANA Announces Self-service Suite for Government
Lagan Connect2Tell to Help Customers Harness the Power of New and Established Service Channels Sunnyvale, Calif. September 26, 2011 -- Lagan, a Division of KANA Software, Inc. and the global leader in Government to Citizen Technology, today formally announced Lagan Connect2Tell, a suite of applications that support Government Channel Shift strategies via the Web, Smartphones and SocialMedia applications like Twitter and Facebook. Lagan Connect2Tell enables citizens to interact with
City of Ottawa selects Lagan to power its Citizen Service Management Solution
Sunnyvale, California – 11 May 2011 ‐ Lagan , a division of KANA Software, announced today that the City of Ottawa has selected its Government‐to‐Citizen (G2C) suite to power Ottawa’s Citizen Service Management solution – enhancing residents’ ability to access municipal services through various channels. The $6.95‐million software and services agreement is the result of a comprehensive competitive RFP process which resulted in Lagan’s selection based on the company’s ability
KANA Announces Response 10 R5
Sunnyvale, CA  ‐May 12, 2011 - A new version of KANA’s market leading Email Management System Company News • KANA, the Service Experience Management leader, today announced the general availability of KANA Response 10 R5.  The new offering updates the market leading email management system. Response is employed by several hundred enterprises, including almost half of the Global 100, to deliver customer service by email. • Response 10 R5 delivers complete control over email‐based service experiences.  The

All 5 Releases


More Releases for Magic

Clipboard Magic 5.0 Released
CyberMatrix has released version 5 of Clipboard Magic, a freeware Windows clipboard manager for plain text. This latest release contains several important new features to make copying and pasting text easier and more efficient. Clipboard Magic users can end up with many clips in one list that are difficult to differentiate between. For example, a technical support analyst using Clipboard Magic can have many similar canned responses that are hard
The New Excel Training Magic
Creative Mentor Training gives imparts Microsoft Excel Training Sydney for the people of different levels of skill. We impart Microsoft Excel courses in a perfect method to gain the skill required to create and edit spreadsheets with an ease. Our Excel training courses include both practical as well as hands on. We get you to work using the skill you learn during the entire period of the course. We also
Magic Logix Announces Gloria's Night Life
Dallas, TX, April 26, 2011- Gloria’s Restaurant is a Latin American restaurant with 13 locations across Texas that serves traditional Salvadorian cuisine. In three specific locations, Gloria’s high end Latin American restaurant transforms into an energetic nightclub after 10 p.m. These locations include Arlington, Austin and Addison. The popularity of the restaurant’s weekend nightlife has illuminated into a culture, and even a way of life, for diehard Gloria’s customers. The
Magic Streetwear Revamp Website Design
Bradford, United Kingdom (12 May, 2011) – Magic Streetwear, a leading online supplier of urban and hip hop clothing, announce the new features added to their website following a recent revamp. In a bid to increase the user-friendliness, functionality and aesthetics of their website, Magic Streetwear has renovated the site’s overall appearance and navigation. With new integrated features including an easier to use search function, and higher resolution, larger images, Magic
Magic Streetwear Launch Spring/Summer Catalogue
Bradford, United Kingdom (12 May, 2011) – Magic Streetwear, a leading online supplier of urban and hip hop clothing, have launched their new catalogue of urban wear for the Spring and Summer 2011 seasons. Featuring brands already with a large presence on the Magic Streetwear website, as well as new and up and coming brands, the new Spring/Summer catalogue from Magic Streetwear features a selection of caps, tracksuits, shirts, jeans, t-shirts,
Marketing = Magic formula?
Many marketing experts may say \"yes\", however, for me marketing (in this context - for investment-goods and long-lasting consumer goods) is simply the result of persistent dealing with the markets/partial markets, which are supplied by the respective enterprise with its products. One of the most attractive regions of the world surely is Europe – with its 480+ million inhabitants, especially also Germany with its 80+ million thereof. Insofar it