NETTING IT OUT

KANA Service Experience Management (SEM) is the flagship customer service offering from KANA Software, Inc. Customer service as a process or as a “Service Experience” is what characterizes, distinguishes, and differentiates KANA SEM.

KANA SEM 11 R2, introduced in October 2010, is the current version and the subject of this evaluation. The product was introduced in June 2009. To date, its installed based is fewer than 10 organizations.

On the Customers.com Report Card for Customer Service, KANA SEM exceeds requirements for supporting customer activities, knowledge management, and search. It needs improvement in analytic functionality and, owing to its newness, product viability. The product meets requirements for all of our other evaluation criteria.

KANA SEM 11 provides the facilities and tools to help organizations design, orchestrate, analyze, and manage their fundamental customer service processes, processes like finding solutions to problems and creating and managing cases. If your organization would like to capture the bottom-line benefits of process automation in customer service, then we recommend you take a very close look at KANA SEM.

Experience Flow Designer

© 2010 KANA Software, Inc.

Illustration 1. This illustration shows the workspace for the Experience Flow Designer.

CUSTOMER SERVICE TO ANSWER QUESTIONS AND SOLVE PROBLEMS

Customer service products help customers get answers to their questions about your organization, your policies, and your products and services as well as to solve problems with your products and services. Customer service products help organizations deliver a cross-channel, cross-lifecycle customer service experience by providing case management and knowledge management capabilities across self-service and assisted-service channels and across customers’ activities throughout the phases of the lifecycles of their relationships with your organization.

This report presents our evaluation of KANA Service Experience Management (SEM) 11 against our evaluation framework for customer service. The report is organized:

• Product and company introduction and background
• Product evaluation
• The Customers.com Report Card

KANA SERVICE EXPERIENCE MANAGEMENT

Design, Orchestrate, Analyze, and Manage Customer Service Processes

KANA designed and developed SEM 11 to design, orchestrate, analyze, and manage fundamental customer service processes. These are processes...

Contact Info:
KANA Software, Inc.
181 Constitution Drive
Menlo Park, CA 94025
Vikas Nehru
Vice President, Products
Telephone: (650) 330-8645
Email: vnehru@kana.com
http://www.kana.co