The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important announcements preceding the recently held KANA Connections 2012 user conference in Las Vegas, where about 180 attendees were able to hear more about the importance of consistent customer experience via multiple channels of communication.
The importance of this news is that KANA Software is now winning customers in the mid-market, having long been focused on the Tier 1 private and public sector organizations (with its KANA Enterprise edition). The usability, rapid implementation approach, and operational benefits were key in Rent.com’s decision to move forward with KANA Express (formerly Trinicom). Microsoft .NET-based KANA Express offers customer service and interaction management capabilities delivered on-demand via the cloud model, which allows for affordable access to multi-channel Web customer service and contact center technology (including phone, e-mail, live and automated chat, Web self-service, and social media). Customers also benefit from flexible “pay-as-you-go” pricing; apart from the initial implementation service, all other costs are paid as part of an annual subscription. KANA Express unifies customer contact records and knowledge resources and automatically delivers contextual help and information when and where it is needed.
At the heart of KANA Express is a centralized knowledge base that automatically scans text in e-mail, chat sessions, and Web self-service interactions to display relevant answers and information across channels promptly, consistently, and accurately. The solution also features native reporting and analytic capabilities that support proactive performance management by providing real-time insight into the status of each customer, department, and agent. An integration server supports connectivity with front-office and unified communication systems such as interactive voice response (IVR), automatic call distributor (ACD), computer telephony integration (CTI), and customer relationship management (CRM), as well as back-office functions such as accounting and enterprise resource planning (ERP) systems.