Full Description

KANA Software, Inc. (KANA), incorporated in July 1996, develops, markets and supports customer communications software products. The Company sells its products primarily in North America, Europe and Asia, through its direct sales force and third party integrators. KANA solutions automate the processes needed to serve its clients’ customers. KANA provides an integrated solution, which enables organizations to deliver service across all channels, including e-mail, chat, call centers, and Web self-service. The Company's solutions include products, such as Kana IQ, KANA Response, KANA Response Live and KANA Contact Center. In July 2009, the Company formed KANA Global Consulting Services.

KANA IQ bringing together a self-service application for customers and an assisted-service solution for contact center agents, KANA IQ is a sophisticated knowledge management application that guides customers and agents through the process of finding answers, enabling them to quickly and accurately locate the information they need. KANA Response is a robust e-mail management system, which automates the process of managing email and Web forms in the contact center. KANA Response Live delivers live chat and Web page co-browsing so that Web self-service customers can engage in online conversations with agents. KANA Contact Center is a multi-channel customer service application for contact centers that provides an intelligent agent desktop with one-stop access to relevant customers and service data, multi-channel history, request management and extranet workflow.

The Company provides a suite of customer service software solutions. Its solutions provide a critical link between call centers and transactional back end systems, allowing organizations to have effective, efficient interactions with customers across points of contact (including Web, telephone and e-mail) and throughout the enterprise. KANA’S applications are designed to easily integrate with other enterprise software and legacy systems. They can be installed on systems running Solaris, AIX, Linux or Windows operating systems, and provide customers with capabilities for personalization, customer profile management, inquiry management, universal business rules, knowledge management, and workflow. Its applications are built on a single Web-architected platform, which offers a service-oriented framework that provides its customers with full access to its applications using a standard Web browser and without requiring them to install additional software on their individual computers.

The Company enters into relationships with systems integrators that have developed significant expertise with KANA's Web-architected applications and are able to provide customers with a range of consulting, implementation and systems integration services. Many of these systems integrators act as resellers for the Company's products. KANA's systems integrator partners include Accenture, BearingPoint, and International Business Machines (IBM) Business Consulting Services.

The Company competes with Oracle, Chordiant Software, Salesforce.com, Consona, eGain, RightNow, InQuira and Pegasystems.