KANA Enhances Social CRM Capabilities

10/22/2009

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KANA Software, Inc., a provider of customer service solutions, 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™ (CIP) with KANA 10 to provide companies with predictive analytics based on the implicit patterns of customers visiting their websites.

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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 assist agents in intelligently navigating complex processes; optimize cross-selling and up-selling offers; enhance search results ranking based on common search patterns; andbuild 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 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.

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