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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

Documents related to » egain

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

egain  Technology Group (ATG) , eGain Communications , InQuira , KANA Software , and RightNow Technologies might make Servigistics’ selling job more difficult for SKM. Knova and InQuira are also considered Tier One KM products in terms of scalability, install base, search optimization, personalization, and with integrated forums software for peer-service that enables customers to help each other while providing valuable feedback (for new knowledge to be captured). One could only imagine how these forums could Read More

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

egain  knowledge bases, such as eGain and Oracle CX (formerly RightNow , InQuira , Siebel , etc.) on the one side, and with Jive on the social collaboration side. The company recently delivered the Chat Engage+ product, which should help companies better engage and advertise with Facebook users via Facebook’s social graph (see here ). What Does Moxie Do Really Well?   Moxie does a great job of enabling better customer experiences in high-volume, complex B2C environments. Moxie powers the largest chat 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

egain  segments, such as RightNow, eGain Communications, Genesys Telecommunications Laboratories, Jacada WorkSpace, InQuira, Amdocs, Consona CRM , etc. We win because of our strong focus and successful track record in customer service and unique SEM platform. We lose to other vendors if customer service is not very strategic to the prospect, i.e., basically they treat it only as a cost center. PJ : What is the breadwinning product and door opener for KANA? What else is selling well? VN : Traditionally, KANA has Read More

Pure-Play CRM Vendors: Choose an Integrated or Best-of-Breed Solution?


When selecting a CRM vendor should you go with a one-source solution, reducing the need for integration with other corporate data sources, or go with a best-of-breed approach, getting the best in each category but being left with standalone applications that must be integrated? This article compares the two approaches and offers some advice.

egain  such as Kana or eGain . They claim that users should be wary of an all- Oracle , one-stop shop approach, which is all things to everyone, but not the best to anyone. They want you to lead with your business processes, which closely align with your business strategy, then pick and choose those applications that meet your specifications the closest, and unite them through your own integration. And, they say, those integration techniques are getting easier. Old-style integration, within the realm of EAI 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   capabilities, Moxie Software and eGain are often more expensive for similar capabilities, and Oracle ’s current CX products feature rich a Outlook-like client (although the nascent Oracle Service Cloud will certainly fix that usability issue). Salesforce.com ’s Service Cloud , Desk.com , Microsoft Dynamics CRM , Zendesk , Emailtopia , LiveCom , and Infor Epiphany lack support for some of the channels and/or scalability. Consequently, KANA has lately experienced a major traction with many substantive 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

egain  segments, such as RightNow, eGain Communications, Genesys Telecommunications Laboratories, Jacada WorkSpace, InQuira, Amdocs, Consona CRM , etc. We win because of our strong focus and successful track record in customer service and unique SEM platform. We lose to other vendors if customer service is not very strategic to the prospect, i.e., basically they treat it only as a cost center. PJ : What is the breadwinning product and door opener for KANA? What else is selling well? VN : Traditionally, KANA has Read More

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.

egain   Oracle/InQuira, Consona CRM, or eGain. While the vendor’s geographic presence is wide, its customer references seem to be coming primarily from English-speaking regions. Non-English speaking prospective customers might want to perform the standard due diligence before selecting the product. Last but not least, the product is not architected and deployed as a multitenant software-as-a-service (SaaS) platform. This is not a major issue yet, but if and when it becomes, it will require a major effort by Read More

(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.

egain   and KM solutions, including eGain Communications , InQuira , KANA Software , RightNow Technologies , Kaidara , Salesforce.com Service Cloud , Art Technology Group (now ATG , after the acquisition of Primus Knowledge Systems ), Talisma , and Oracle. KNOVA often competed favorably because of its ability to deliver process-driven applications; and because of its strong search, KM, and root-cause analytical capabilities (which make it a broad platform that turns any relevant structured and unstructured Read More