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Software Functionality Revealed in Detail
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 egain


Credit (or Blame) KANA Express for Your Next Flower Delivery
It should be every company’s job to make it easy for customers to act on their needs and desires wherever they wish to engage with the company—in a retail store

egain  KANA Express prevailed over eGain and Oracle RightNow , was one of dozens of the product’s recent wins. After a four-week long implementation, the retailer's customer service agents use a KANA system to capture, access, and share knowledge that improves customer interactions and accelerates customer support resolutions. KANA Express helps 1-800-FLOWERS.COM manage service across traditional and digital channels, and quickly add more agents during peak gift seasons. Placing customer profiles on agent

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

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The Power of Knowledge -- Knowledge is Power (Part 3)


Part 1 of this blog series introduced the need for knowledge management (KM) software applications as part of a more comprehensive and strategic service management (SSM) suite. One such broad SSM suite has been advanced by Servigistics, and Part 2 zoomed into the capabilities of one particular part of the Servigistics SSM suite: Service Knowledge Management (SKM). Potential SKM Benefits

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Holistic Omni-Channel Customer Experience Spotlighted at KANA Connect


I couldn’t make it to the KANA Connect 2013 conference this September, but the marvels of modern technology allowed me to follow the event in real time through social media streams, and to have a debriefing with Jim Norwood, KANA Software’s chief marketing officer (CMO). In a nutshell, last year’s conference was about KANA delivering an end-to-end customer experience (CX) offering, whereas this

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Moxie Software-Promoting Social and Multichannel Customer Service


Moxie Software hopes to instill, well, the “moxie to be social” mantra in its customers. Its software suite ensures that the proverbial “voice of the customer” can be heard—it gives organizations the ability to respond quickly and effectively to build customer loyalty and satisfaction by connecting customers with the right people in organizations at the right time. As part of the push to focus on

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KANA Software and Ciboodle Join Forces for Customer Experience Perfection


The multi-channel customer experience management software market represents an attractive US$5 billion-plus market opportunity, which IDC recently forecast to grow at between 5 to 12 percent through 2015 (a 6 percent compound annual growth rate [CAGR]) within the larger overall customer relationship management (CRM) space. To that end, in July 2012, KANA Software, a longstanding customer service

egain   Read More

Holistic Omni-Channel Customer Experience Spotlighted at KANA Connect


I couldn’t make it to the KANA Connect 2013 conference this September, but the marvels of modern technology allowed me to follow the event in real time through social media streams, and to have a debriefing with Jim Norwood, KANA Software’s chief marketing officer (CMO). In a nutshell, last year’s conference was about KANA delivering an end-to-end customer experience (CX) offering, whereas this

egain   Read More

Has KANA Gotten Its Mojo Back? - Part 2


Part 1 of this blog series presented the opportunity of service economy and associated complexity of providing consistently an experience of customer service excellence. The article then introduced KANA Software, a provider of Service Experience Management (SEM) solutions. Although KANA has focused on enabling superior customer service for its enterprise clients since being

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Sword Ciboodle-One More BPM-Centric CRM Provider


What does BPM have to do with CRM? Sword Ciboodle can tell you. The vendor delivers process-based customer interaction solutions to contact centers to improve the customer experience by improving customer-facing processes. TEC principal analyst P.J. Jakovljevic reviews the vendor’s key offerings and sits down with Ciboodle’s VP of product and market strategy to discuss the company’s challenges, strategies, and technologies.

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(Forgotten) CRM and ERP Kingdoms in the Making?


Enterprise resource planning (ERP) and customer relationship management (CRM) vendor Consona is determined to establish a CRM “kingdom” based on Consona Enterprise CRM. Read this comprehensive analysis of Consona Enterprise CRM to find out what lies ahead for this flagship product.

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