Latest Version Advances Customer Service Experience with Embedded Chat, Co-Browse and Social Listening Capabilities

Miami, FL-- (SBWIRE) -- 10/11/2011 -- KANA Software, Inc., a world leader in software solutions for Service Experience Management (SEM), today announced the immediate availability of KANA SEM 11R4, which builds on KANA's vision for the future of customer service, marked initially by the launch of KANA SEM in 2010. Significantly, SEM 11R4 enables service organizations to collaborate with customers online and gain a deeper understanding of customers through social listening. SEM brings together business process management (BPM), case and knowledge management, social experience management and near real-time analytics in a complete customer-service ecosystem that delivers unprecedented visibility into, and control of, service processes and the customer experience.

Key new features of SEM 11 R4 include:

Embedded Chat: An enterprise-class chat capability that allows agents to engage with multiple customers ? at the same time.

* Embedded Co-Browsing: Synchronized web page co-browsing with full support for all major web browsers and latest web 2.0 technologies.

* Truth Tables: A powerful tool for applying business rules to automated customer service processes. Rules can be created and maintained independently of the process flow, bringing added agility to support processes and convenience to the task of designing personalized Experience Flows™.

* Visual Eventing: Adding to the powerful visual designers, visual eventing eliminates the need for complex coding and customizations. In SEM 11 R4, UI events can trigger changes to the screen and data via simple visual connection of the event to actions.

* Mapping and Geographic Information System: SEM is now GEO-aware. New mapping steps enable maps to display, providing better context to service requests. Agents can track case locations, denote the specific geo-coordinates of incidents, and employ GPS and satellite imagery.

* Experience Analytics: SEM now offers embedded social listening, monitoring and text analytics. SEM 11 R4 includes a robust implementation and integration of the Overtone social listening platform (Recent KANA acquisition). Key listening capabilities have been integrated into SEM as steps in the Experience Flows™, enabling direct channel and social media listening reports to be displayed within the SEM Adaptive Desktop.

Conversations in social networks or incoming emails can be processed to determine neutral, negative or positive sentiments and then given a Sentiment Score, which controls the routing of the message, i.e., the next branch in the process. "It is critical for a company to receive customer feedback about its products, services, and organizational processes so it can address issues that come to the surface, and optimize the customer service experience. This can be done via traditional methods like surveys and newer methods like listening to the explosion of customer comments and sentiments over social channels," writes Kate Leggett, Senior Analyst at Forrester Research, Inc. in the Forrester May 2011 report "Listening Platforms Find Traction In Customer Service Organizations."

"KANA SEM 11R4 is a significant release of our next-generation customer service solution that brings BPM, Social and On-line together in a very meaningful way," said James Norwood, CMO of KANA. "SEM is the result of listening to our more than 600 customers over many years, and working with them to deliver a flexible and enabling platform capable of handling the service experiences their customer's desire."

About KANA Software
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of their customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved Net Promoter Score (NPS) at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide. For more information, visit http://www.kana.com

KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

Lagan Connect2Tell Will Support Increased Citizen Engagement and Cleaner, Safer Streets.

Sunnyvale, CA -- (SBWIRE) -- 10/04/2011 -- Lagan, a Division of KANA Software, Inc. and the global leader in Government to Citizen Technology, today announced that North Ayrshire Council have signed a deal that will see them deploy Lagan Connect2Tell iPhone in a move that it is expected to lead to cleaner, safer streets and lower administrative costs.

North Ayrshire Council plan to launch the iPhone App for citizens to download free and use to pinpoint issues while on the move. The App will take advantage of the features of the iPhone, using photos and GPS to support the precise description and location of street–based issues and enabling citizens to track the resolution of their issue. Intelligent routing and seamless integration with Lagan will enable problems ranging from graffiti and fly tipping to traffic light failures and potholes to be reported instantly to the responsible council team.

"We're delighted to be extending our service experience for citizens using this innovative on-demandsolution. Crucially, unlike other apps and websites, the Lagan solution links directly to our systems. The fact that all this happens in the cloud means that we have no additional hardware requirements -making it easier and quicker for us to deploy. It provides a great opportunity to explore how we can best use smartphone technology to broaden our engagement with the community and put real power in the hands of local residents," said Esther Gunn-Stewart, Customer Services Manager at North Ayrshire Council

The initiative has been championed by the Improvement Service in Scotland. "We are delighted to assist North Ayrshire Council with the development and release of this solution. It will help meet customers' expectations in the digital age and is designed to take cost and demand out of the system for North North Ayrshire Council set to deploy Lagan Smartphone Solution Ayrshire. It is an important part of the wider Customer First channel shift programme in Scotland and highlights our commitment to make more key services availableonline," said Martin Brown, Head of Customer Relationship Management, at the Improvement Service.

Connect2Tell iPhone is part of the growing Lagan Connect2Tell suite of applications that providesolutions for government organizations in support of their Channel Shift strategies through the Web, Smartphones and Social Media like Twitter and Facebook.

According to David Moody, co-founder of Lagan and VP Solutions Marketing at KANA "The use of mobile devices to communicate with local councils is something we expect to soar in the years ahead. All over the world, local governments are looking at ways in which smartphones can create a closer link between local residents and the people directly responsible for service delivery and, in so doing, improve service, and reduce cost. Connect2Tell iPhone is designed to help make this happen."

About Lagan
Lagan, a Division of KANA Software, Inc., is the global leader in G2C (government to citizen) solutions connecting government and citizens worldwide. Lagan enables governments and citizens to communicate online, on the phone and on the move. With 200 public sector customers worldwide, Lagan helps local governments serve the everyday interests of more than 60 million citizens.

Lagan's solutions for Service Experience Management have been designed to streamline the service delivery functions of government, enabling improved efficiency and more citizen-centric public services. Lagan manages the interactions between citizens and government and provides full support for a wide variety of government service delivery processes. Lagan's solutions have proven utility for state and local governments and offer a range of flexible delivery methods: on-premise, on-demand and hosted.

About KANA Software
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of their customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved Net Promoter Score (NPS) at more than 600

North Ayrshire Council set to deploy Lagan Smartphone Solution enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has office worldwide. For more information, visit http://www.kana.com

KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

Lagan Connect2Tell to Help Customers Harness the Power of New and Established Service Channels

Sunnyvale, CA -- (SBWIRE) -- 09/29/2011 -- Lagan, a Division of KANA Software, Inc. and the global leader in Government to Citizen Technology, today formally announced Lagan Connect2Tell, a suite of applications that support Government Channel Shift strategies via the Web, Smartphones and SocialMedia applications like Twitter and Facebook.

Lagan Connect2Tell enables citizens to interact with government organizations, via a broad range of selfservice (non-mediated) channels, while online and on the move. The suite supports one of the five key government process interaction types: "Tell us about it" (the others being "Find out about it", "Book it", Pay for it" and "Apply for it") delivering self-service capabilities across hundreds of processes ranging from reporting abandoned vehicles to raising a complaint.

Lagan Connect2Tell suite includes three applications Connect2Tell Web, Connect2Tell iPhone and Connect2Tell Open311, with more planned. Common features include the ability for Lagan customers

Leverage established Lagan-configured processes and integrations without the need to upgrade.

Translate location co-ordinates in order to support existing GIS systems.

Provide citizens with the ability to monitor and track progress of their service issues.

Each application within the Connect2Tell suite is designed to enable citizens and government organizations to work together to highlight and resolve issues more quickly and efficiently than previously possible.KANA Announces Self-service Suite for Government

Connect2Tell Web allows Lagan customers to provide citizen access to existing services (integrated or otherwise) via the web. Web self-service is made quick and easy through the use of powerful templates and a simple web-enabling tool.

Connect2Tell iPhone allows government organizations to brand and deploy an app that citizens can download free and use to pinpoint issues while on the move. The app takes advantage of the features of the iPhone, using photos and GPS to support the precise description and location of street-based issues. Intelligent routing and seamless integration with Lagan enables problems to be reported instantly to the responsible team.

Connect2Tell Open311 enables Lagan customers to harness the power of the many Smartphone, Web and Social Media applications already being used by citizens to raise issues. Lagan has used the Open 311 Standard, developed in North America, to help customers minimize the risk of being overwhelmed by the diverse nature and sheer number of these Apps. This provides a simple mechanism for them to integrate seamlessly with existing Lagan installations.

"All over the world, governments are exploring how best to use the Web, Smartphones and Social Media in order to engage more closely with local communities and improve service experience. Lagan will continue to develop more software for government that will help our customers embrace both established and emerging channels to achieve this goal." said David Moody, co-founder of Lagan and VP Solutions Marketing at KANA.

About Lagan
Lagan, a Division of KANA Software, Inc., is the global leader in G2C (government to citizen) solutions connecting government and citizens worldwide. Lagan enables governments and citizens to communicate online, on the phone and on the move. With 200 public sector customers worldwide, Lagan helps local governments serve the everyday interests of more than 60 million citizens.Lagan's solutions for Service Experience Management have been designed to streamline the service delivery functions of government, enabling improved efficiency and more citizen-centric public services. Lagan manages the interactions between citizens and government and provides full support for a wide variety of government service delivery processes. Lagan's solutions have proven utility for state and local governments and offer a range of flexible delivery methods: on-premise, on-demand and hosted.KANA Announces Self-service Suite for Government

About KANA Software
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of their customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved Net Promoter Score (NPS) at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has office worldwide. For more information, visit http://www.kana.com

KANA is a registered trademark of KANA Software, Inc. All other company and product names may be
trademarks of their respective owners.

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

Evaluation Based on Customer References, Completeness of Vision and Ability to Execute

Sunnyvale, CA -- (SBWIRE) -- 09/27/2011 -- KANA Software, Inc., a world leader in software solutions for Service Experience Management (SEM), today announced that it has been recognized as a Leader by Gartner, Inc in the 2011 Magic Quadrant for CRM Web Customer Service*. The annual report tracks changes in the web customer service software markets and analyzes market dynamics. KANA's evaluation is based on completeness of vision and ability to execute.

"We believe our positioning in the Leaders quadrant is a strong confirmation of KANA's vision. With Service Experience Management (SEM), KANA has delivered a category defining solution that gives customer service managers' total control over their service experiences," said James Norwood, CMO of KANA. "Built on a context-aware service-oriented architecture (SOA), KANA SEM uniquely unifies customer journeys across the contact center, web site, and social community to deliver a complete and valuable vision for web customer service."

KANA Service Experience Management

KANA SEM has ushered in a new era of flexibility and control for web customer service by empowering customer service managers to rapidly design and deploy their customers' entire service experience processes. SEM transcends traditional solutions in which critical customer information resides in separate applications or silos that are difficult to integrate, making it hard for businesses to adjust quickly to changing business conditions.

"Gartner's in-depth evaluation process is unmatched in the industry," said Mark Duffell, Chairman, President and CEO of KANA. "We are honored to be positioned as a leader and believe this recognition is a direct result of our commitment towards our customers' success. Our focus on customers and delivering innovative solutions for their service operations will enable them to achieve their strategic goals and in turn help fuel our growth and success."

*Gartner, Inc., Magic Quadrant for CRM Web Customer Service, Johan Jacobs, September 19, 2011.

About the Magic Quadrant
The Magic Quadrant is copyrighted 2011 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About KANA Software
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of their customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved Net Promoter Score (NPS) at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide. For more information, visit www.kana.com.

KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

KANA’s Knowledge Management Solution Dovetails with Healthcare Provider’s Healthy Collaboration SM Model

Sunnyvale, CA -- (SBWIRE) --05/26/2011 -- KANA Software, Inc., a world leader in software solutions for Service Experience Management (SEM), today announced that following selection last year, Universal American has deployed KANA to deliver a consistent, world class customer service experience. A Fortune 500 company, Universal American provides traditional health insurance, Medicare managed care plans, and Medicare prescription drug benefits to nearly 2 million people with Medicare. By deploying KANA's Knowledge Management solution across all business units within the company, Universal American expects to improve customer satisfaction, reduce call handle time in call centers, and help agents find and capture new knowledge quickly. More than 1,800 employees in the United States and the Philippines are expected to have access to the system in 2011.

Known for its "Healthy Collaboration" model in which everyone works together for the benefit of the member, Universal American wanted to make sure its customer service was following the same collaborative model. Just like the family doctor of years past, Universal American encourages its members to have one healthcare provider organizing their care. Similarly, KANA's Knowledge Management solution puts the sum total of intelligence within the company at call center agents' fingertips, helping them answer member questions accurately and efficiently.

"Our ability to deliver an end?to?end solution made them the strongest partner in the market and the clear choice for us," said Kyle McDowell, Universal American's Senior Vice President of Service Operations. "KANA's best of breed technology is supported by excellent consulting, training and managed services – all critical for accomplishing our vision for customer service at Universal American."

"Managing knowledge demands the unique combination of technology and best practices. KANA's solutions have proven successful in the world's largest and most customer?centric enterprises, "commented Stuart Mills, KANA's Vice President of Global Services.

"In healthcare, the serviceexperience is one of the most important barometers of success.

We've been delighted to work closely with Universal American to take their delivery of service experiences to the next level."

Using "contextual search," KANA delivers useful knowledge for every interaction, across channels, automatically resolves cases and fully integrates with call center or contact center desktops. The knowledge management solution puts the right answers at agents' fingertips to increase first?call closure rates by an average of 25%. United American expects to receive the following benefits:

Service customers better and more consistently, while helping both novice and expert agents find the right answer right away Reduce call time and escalations with intelligent guidance and knowledge retrieval Shorten the time to effectiveness with contextual search that makes every agent an expert without extensive training Quickly capture and reuse new knowledge for future cases, making the most of agents' expertise and front line experience

About KANA Software
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of customers.

By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved Net Promoter Score (NPS) at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide.

For more information, visit http://www.KANA.com.

Media Contacts
Vikas Nehru
vnehru@kana.com
001-650-387-3507

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

A new version of KANA’s market leading Email Management System

Sunnyvale, CA -- (SBWIRE) --05/16/2011 -- A new version of KANA's market leading Email Management System

Company News

• KANA, the Service Experience Management leader, today announced the general availability of KANA Response 10 R5.  The new offering updates the market leading email management system. Response is employed by several hundred enterprises, including almost half of the Global 100, to deliver customer service by email.

• Response 10 R5 delivers complete control over email?based service experiences.  The new version extends Response's support for leading operating systems and databases, adds new reporting capabilities, and further improves HTML handling.
Product Highlights:

• Support for Latest Technology  
10 R5 brings certification to many of the latest operating systems and databases.  Newly certified technologies include Oracle 11G, AIX 6.1, Windows 7, IE 8, DB29.7, and Linux 5.5.

• Performance Optimization
Response is used by some of the world's largest e?businesses to process billions of emails annually.  Response scales to these needs, and the new release drives the application to new performance levels.  Work has been done to insure management of email spikes, to optimize report execution and to increase the efficiency of machine synchronization.

• New Features
10 R5 adds an enhanced HTML editor, and improves HTML handling.  Rules processing has been extended and enhanced.  Integration with Response Live has been deepened.

Commentary

• "KANA continues to support our channel products such as Response & IQ, even as we make significant investment in next?generation Service Experience Management technology," said Mark Duffell, CEO of KANA Software.  "10 R5 demonstrates our on?going commitment to KANA's extensive installed base."

• "Response certifications have now been extended to the latest releases from major I.T. vendors, and the release includes scores of features and fixes requested by our clients," said John Kihn, Director of Customer Support.

Product Availability

• KANA Response 10 R5 is available immediately.
Additional Resources

• KANA Software Website

• KANA Product Page

About KANA Software
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved Net Promoter Score (NPS) at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide.
  
For more information, visit http://www.KANA.com.  

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

Sunnyvale, CA -- (SBWIRE) --05/16/2011 -- Lagan , a division of KANA Software, announced today that the City of Ottawa has selected its Government?to?Citizen (G2C) suite to power Ottawa's Citizen Service Management solution – enhancing residents' ability to access municipal services through various channels.

The $6.95?million software and services agreement is the result of a comprehensive competitive RFP process which resulted in Lagan's selection based on the company's ability to meet the City's requirements.

The Lagan?powered solution creates a centralized, multi?channel approach to accessing municipal services from the traditional service counter and 3?1?1 phone calls to using technological advances with social media and mobile devices. Since Lagan's solutions have been designed specifically for the public sector, it has been already implemented by municipal governments around the globe. This ensures that the City is in an excellent position to take advantage of best practices of other large?scale implementations.

Service Ottawa is a citizen?centric approach that will deliver consistent, accurate, high?quality services and information to Ottawa residents, while generating significant operational cost savings for the City. Ottawa City Council's investment in new business processes and enabling technologies will result in operational savings of $40 million a year by 2014.

"From the start, the City of Ottawa set the bar high," said Mark Duffell, CEO of KANA Software. "That's why we are extremely proud to be their choice for the new Citizen Service Management solution. We look forward to working together to help deliver Ottawa's vision for multi?channel service experiences."

Ottawa joins a growing list of major international cities, including Toronto, Brisbane, Houston, Boston, San Antonio, San Francisco, Aberdeen and Vancouver that have chosen the Lagan solution to manage citizen service interactions.

About Lagan, a Division of KANA Software
Lagan, a Division of KANA Software, Inc., is the global leader in G2C (government to citizen) solutions connecting government and citizens worldwide. Lagan enables governments and citizens to communicate online, on the phone and on the move. With 200 public sector customers worldwide, Lagan helps local governments serve the everyday interests of more than 60 million citizens.

Lagan's solutions for Service Experience Management have been designed to streamline the service delivery functions of government, enabling improved efficiency and more citizen?centric public services. Lagan manages the interactions between citizens and government and provides full support for a wide variety of government service delivery processes. Lagan's solutions have proven utility for state and local governments and offer a range of flexible delivery methods: on?premise, on?demand and hosted.

About KANA Software
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved Net Promoter Score (NPS) at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide.
For more information about Lagan and KANA, please visit http://www.lagan.com/ or www.kana.com and contact us at info@lagan.com. Keep up with industry news on Twitter at http://twitter.com/lagan_business.

NOTE: KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm

Sunnyvale, CA -- (SBWIRE) --05/11/2011 -- Connect2Tell Web allows government organizations to quickly and effectively provide citizen access to existing services via the web thereby:

* Improving citizen trust and satisfaction and Reducing the cost of service delivery

* Connect2Tell Web provides benefits particularly for those local government organizations seeking to commence Channel Shift strategies in response to budget challenges and citizen demand for online access to services.

* Many of Lagan's customers have implemented Lagan's self service module enabling them to realize significant benefits including:

Oxford City Council which has achieved savings of over £112k pa for one service line alone by shifting Council Tax payments to the web

City of York which has shifted 93% of student Council Tax discount applications to the web

City of San Francisco which has delivered savings equivalent to 4 full time employees

Module Highlights

* Business users can quickly web-enable processes through the use of a simple UI tool and no need for specialist IT skills

* Leverages sophisticated process templates enabling a consistent and rich citizen experience and minimizing the cost of ongoing maintenance.

* Leverages existing processes and integrations. Connect2Tell Web complies with Lagan's "single process, multiple channel" strategy, in that it web-enables existing processes and their associated existing integrations if present.

* Integrates with the existing GIS system. Web-enabled location-based processes require GIS to be presented to the citizen on the Web and Connect2Tell Web enables this with the support of various GIS systems including Open Street Map, ESRI and Google Maps.

* No need to upgrade. Connect2Tell Web works with existing Lagan systems (Version 6.1 and above).

Commentary

* The latest Local Government Marketscope report from Gartner published in 2010 marks the third successive time that Lagan has achieved the highest possible "strong positive" rating, the only company to achieve this."Connect2Tell Web is part of a family of Lagan modules designed to respond to the challenges faced by our government customer base, particularly budget pressures and citizen demand for on-line access to services" said David Moody, VP Solutions Marketing of KANA Software. "In a time of austerity, public sector organizations across the world are under pressure to continue to provide front line services but with reduced budgets. Connect2Tell Web provides an important mechanism to help our customer base address these challenges."

Solution Availability

* Connect2Tell Web is available immediately.

About Lagan
Lagan, a Division of KANA Software, Inc., is the global leader in G2C (government to citizen) solutions connecting government and citizens worldwide. Lagan enables governments and citizens to communicate online, on the phone and on the move. With 200 public sector customers worldwide, Lagan helps local governments serve the everyday interests of more than 60 million citizens. Lagan's solutions for Service Experience Management have been designed to streamline the service delivery functions of government, enabling improved efficiency and more citizen-centric public services. Lagan manages the interactions between citizens and government and provides full support for a wide variety of government service delivery processes. Lagan's solutions have proven utility for state and local governments and offer a range of flexible delivery methods: on-premise, on-demand and hosted.

About KANA Software
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved Net Promoter Score (NPS) at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide. For more information, visit: http://www.lagan.com http://www.twitter.com/lagan_business http://www.facebook.com/pages/Lagan-Technologies/174507632593437 http://www.kana.com
Media Contact UK: Alison Palmer, apalmer@Kana.com

For more information on this press release visit: http://www.releasewire.com/press-releases/release-3.htm