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KANA Enhances Social CRM Capabilities of KANA 10 Through Baynote's Collective Intelligence Platform
(Market Wire Via Acquire Media NewsEdge) LAS VEGAS, NV -- (MARKET WIRE) -- 10/20/09 --
KANA Software,
Inc. (OTCBB: KANA), a world leader in innovative customer service solutions, today announced
that it has enhanced the social CRM
capabilities of KANA 10, the company's
service experience management (SEM)
platform. As part of this enhancement, KANA has entered into an OEM
agreement with Baynote. This agreement integrates Baynote's Collective
Intelligence Platform(TM) (CIP(TM)) with KANA 10 to provide companies with
predictive analytics based on the implicit patterns of customers visiting
their websites.
Social CRM employs the wisdom of crowds to improve service delivery. As
customers search, shop, browse and work in forums, that information found
to be most pertinent can be used to drive success for those that follow.
The integration of Baynote CIP and KANA 10 allows KANA's clients to capture
and analyze customer experiences, and then to use that information to
quickly enhance the service experience. The combined platform allows the
enterprise to automatically change, reprioritize and improve information
presented to a customer based on the collective input and insight of the
crowd.
Specifically, KANA 10's new collective intelligence capabilities can be
used to:
a. assist agents in intelligently navigating complex processes;
b. optimize cross-selling and up-selling offers;
c. enhance search results ranking based on common search patterns; and
d. build communities of customers with similar interests and orientations.
"We have taken a unique approach to helping companies instantly capture and
act on customer sentiment, which aides other like-minded users in meeting
their needs," said Baynote CEO Jack Jia. "There is a natural synergy
between the Baynote CIP and KANA 10, since both solutions leverage the most
relevant information to increase service efficiency and overall customer
satisfaction."
The Baynote CIP
allows businesses to deploy personalized on-site recommendations and social
search for increasing online revenues, conversions and engagement. It was
recently honored by KMWorld as a 2009 Trend-Setting Product of the Year.
Launched in June 2009, KANA 10, the industry's first SEM platform, manages
the entire customer service experience. It is built upon IBM's
service-oriented architecture (SOA) frameworks and gives major corporations
and institutions the control needed to help ensure their customers receive
exceptional service through a wide variety of channels.
"KANA 10 delivers total control of the service experience to service
managers, and Baynote's Collective Intelligence Platform plays an important
role in helping provide that control. By allowing companies to leverage
collaborative knowledge, KANA 10 gives service managers the evidence they
need to make informed decisions when establishing processes and workflows,"
said Michael Fields, KANA's CEO. "KANA 10 was built on an IBM SOA platform,
and it has enabled us to quickly integrate best-of-breed solutions like
Baynote's CIP to meet our customers' rapidly evolving needs."
About Baynote
Launched in 2006, Baynote's Collective Intelligence Platform(TM) delivers
on-demand recommendation technology and social search. Baynote's SaaS
solutions are easy to implement on top of existing infrastructure that
increases online revenue, leads, and impressions. Baynote delivers billions
of recommendations each month to hundreds of leading media, enterprise and
e-commerce companies, including 14 of the Internet Retailer Top 500.
Customers include Expedia, Intuit, Motorola, NASA, Symantec, and Urban
Outfitters. For more information, please visit www.baynote.com.
About KANA Software, Inc.
KANA Software, Inc. is a world leader in innovative customer service
solutions. KANA's solutions allow companies to deliver consistent service
across all channels, including email, chat, call centers, and Web
self-service, giving their customers the freedom to choose the service they
want, how and when they want it. KANA's clients report double-digit
increases in customer satisfaction, while reducing call volumes by an
average of 20%. KANA's award-winning solutions are proven in hundreds of
companies worldwide, including approximately half of the Fortune 50. For
more information, please visit www.kana.com or call 1-800-737-8738.
NOTE: KANA is a registered trademark of KANA Software, Inc. All other
company and product names may be trademarks of their respective owners.
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Media Contacts:
Ted Rossman
New Venture Communications for KANA
914-432-7083
Email Contact
Bill Bourdon
Bateman Group for Baynote
415.503.1818
Email Contact
Lauren Dresnick
New Venture Communications for KANA
650-343-2735
Email Contact
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