Kana Extends Market Leadership with Introduction of Enhanced Relationship Management Solution
October 16, 2000 07:32:00 AM ET
REDWOOD CITY, Calif--(BUSINESS WIRE)--Oct. 16, 2000--
Kana empowers companies like Kodak and eToys to interact with customers and partners through integrated communication channels, across marketing, sales and service
Kana Communications, Inc. KANA, a leading provider of enterprise relationship management (eRM) solutions, today announced the release of Kana 6, an integrated suite of e-business and communications applications, and an Internet-architected platform that offer customers, partners and the enterprise a global view of their interactions and relationships.
"The release of Kana 6 demonstrates that Kana has been successful in marrying their e-business solutions to help companies solve real world business problems," commented Sheryl Kingstone, Program Manager for CRM, Yankee Group. "With the capabilities in Kana 6, Kana is now leading the pack in delivering Internet-architected solutions that businesses need to synchronize interactions and relationships among customers, partners and the enterprise."
Integrating multiple communications channels (phone, email, Web, wireless, in-store), with marketing, service and sales e-business applications, Kana 6 allows customers, partners and the enterprise to interact. Kana 6's Internet-architecture is extremely flexible and can be implemented four times faster than a traditional CRM solution. Kana's solutions allow companies to quickly make changes in the way they interact with their customers and partners, empowering e-businesses to create and nurture mission-critical relationships, enhance loyalty and decrease costs.
"Kana 6 marks a significant step in our company and product evolution, as we've brought together Kana's offerings into an integrated solution," said Michael McCloskey, CEO of Kana. "At Kana, we have the benefit of utilizing the feedback of our more than 850 customers to find out what solutions best meet their needs. Kana 6 represents not only tight integration of our products, but innovations based on what these companies detailed as mission-critical. Our philosophy remains the same, to provide businesses with solutions that enable companies to create, nurture and synchronize relationships among customers, partners and the enterprise."
Kana solutions enable clients to interact, transact and communicate with their customers across both Internet-based and traditional communications channels. eToys and Kodak are two of these customers:
"We chose to upgrade to Kana Response 6 because it delivers the scalability necessary to handle the high volume of customer interactions eToys handles, particularly during the impending holiday season," commented John Hnanicek, COO of eToys. "eToys has consistently been recognized for our stellar customer service, and we know that Kana's products have been instrumental to us receiving this acclaim."
"Kodak knows the importance of customer service in keeping and attracting customers -- every customer communication we receive is an opportunity to build on our relationship with the customer. That's why we looked for communications solutions that would not only increase operating efficiencies but also increase the level of customer satisfaction," said Tim Nichols, Call Center Systems Manager of Kodak Service and Support. "Kana solutions help us help customers faster and better." eRM Solutions for the New Millennium
Kana 6 tightly integrates communications applications, e-business applications and platform to deliver Internet-architected Marketing, Sales and Service solutions. Kana 6 enhancements include: Communication Enhancements:
-- Consistent, Intelligent, Personalized experience across all communication channels including Storefront, Phone, Web, email, wireless, and VOIP
-- Computer Telephony Integration (CTI) with leading vendors features include Screen Pops, browser-sharing, selective escalation, Universal History View, a consistent customer experience across channels, Customer portals to enable 24/7 self-service
-- Wireless Support including support out of the box within Kana eBusiness Platform, and designed to make content authoring easy across Web, Wireless (WML, Web Clipping) and voice channels (voiceXML) e-Business Application Enhancements: Marketing
-- Real-Time event triggered cross-selling and up-selling maximizes revenue generation opportunities
-- Real-Time Web-based conversion tracking provides enhanced campaign reporting
-- Access to marketing preferences and campaign history allows customer service agents to better personalize their responses
-- Customer service history is leveraged in real-time to send more targeted marketing campaigns Sales
-- New templates that dramatically reduce implementation time for Kana Advisor Service
-- Global View of customer, partner and enterprise interactions
-- Departmental rules allowing business practices to be set by each department
-- Customer service representatives have one view of the customer that integrates all channel interactions
-- Multi-tenancy enable companies to implement Kana as an ASP Kana eBusiness Platform Enhancements:
-- Architected to scale to millions of simultaneous users with the pure-Java eBusiness Application Platform developed from 100% Java (J2EE(TM)) code.
-- Rapid deployment
-- Enhanced reliability
-- Completely internationalized and fully Unicode compliant
-- Initial support for Sun's Solaris and IBM's AIX operating environments About Kana Communications Inc.
Kana Communications, Inc. KANA, a leading provider of Internet-architected enterprise relationship management solutions (eRM), delivers world-class, integrated e-business and interaction applications with a modular and scalable platform for both Internet and Global 2000 companies. Kana solutions offer customers, partners and the enterprise a global view of their interactions and relationships. This global view includes managing the full set of communications channels such as e-mail, Web, chat, instant message, VOIP, phone and person-to-person, as well as e-business and communications applications to integrate the marketing, sales and service functions. Kana's full-service suite enables e-businesses to compete and succeed in today's customer-driven economy. For more information about the solutions found in more than 850 companies, including 8 of the 10 most trafficked Web sites, please visit Kana at kana.com.
Kana Communications, Kana and the Kana logo are trademarks of Kana Communications, Inc. All other company and product names may be trademarks of their respective owners.
Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995: Information in this release that involves Kana's expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about Kana's strategies in the marketplace, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to Kana as of the date of the release, and we assume no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. Factors that could cause or contribute to such differences include, but are not limited to, the successful integration of Silknet, competition, increased competition due to Kana's expanded product offering, risks associated with the evolving and varying demand for customer communication software, our ability to expand our operations, the successful integration BEI and NetDialog, acceptance of email and the Internet as a communications medium, litigation over property rights, and general economic factors. These and other factors are risks associated with our business that may affect our operating results are discussed in the Company's filings with the Securities and Exchange Commission ("SEC") including our registration statements on Form S-4 and S-1, Annual Report on Form 10-K and quarterly reports on Form 10-Q.
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