The Baffling Advances of Social Customer Service
I shared with you the first of four top-level insights gathered via the research I conduct every year (thanks to the sponsorship of my friends at KANA, a Verint company). If you have not read them, you can read the high level entry here. I am today going to start sharing the first of four […]
Channel Adoption and Usage Study in Customer Service: Third Year
As I promised earlier this year, I conducted the third run of the channel adoption and usage study (focused on customer service) that my friends at KANA, a Verint Company, continue to generously sponsor. Truth be told, it took a little longer than expected to get to the right number of answers, but we did […]
Measuring Customer Service Usage One More Time
For the third year in a row, and consistently growing in responses and popularity, it is time to measure what’s been happening in Customer Service. The survey, conducted by thinkJar and sponsored by KANA for the past three years, is a great way to showcase what’s going on in Customer Service, what has changed in […]
Verint Acquires KANA Software: The Analysis
EVENT On January 6th, 2014 Verint announced their intentions to purchase KANA Software for a reported $514 million mix of cash and loan obligations. The expected close date is first quarter of 2014. ANALYSIS I cannot say I am surprised that Verint finally got into the multi-channel customer service market. I have been expecting this […]
News Analysis: Verint Announces Intent To Acquire Kana For $514M
Verint Adds to Vovici and Contact Center Assets To Expand Customer Engagement Offerings On January 6th, Melville, NY based Verint® Systems announced a $514M intent to acquire Sunnyvale, CA, KANA Software. Verint is a software vendor with a core in analytical software. Verint’s core offerings provide enterprise intelligence and security intelligence. The acquisition is significant […]
KANA Shows Their Future Potential In NOLA
Better late than never, they say – and here comes this review of the KANA Connect user conference, earlier in September, in New Orleans, Lousiana (also known as NOLA, get the title now? get it? get it? that was the only time I will be obnoxious on this post). The event was well attended (rough […]
News Analysis: Kana Express 13 Addresses Omni-Channel Customer Service for Mid-Market
Just 14 months after announcing the acquisition of Trinicom, Kana has revealed the latest release of its cloud customer service suite for the mid-market, Kana Express. Released on June 27, 2013, the new product reflects the company’s mission “To provide leading customer service solutions that empower our customers to create experiences that count, for their […]
Looking at The Future of Customer Service
The best part of my job is that I get to talk to people; lots and lots of people. I talk to so many people about the same subjects (in this case Customer Service) that I start to see patterns and trends emerge (I was told when I first started working at Gartner that two […]
CRM Watchlist 2013 Winners: Customer Service Served Hot
We have three winners and four repeats. Huh? Well, 2012 winner Sword Ciboodle was acquired by KANA who also won last year. But this year our winners – KANA, Moxie and Parature – have far more daunting tasks than they ever did before. Herculean if you w…
Trends: The Battle For CMO Mind Share
Marketing and Advertising Budgets Are The New Land Grab Constellation Research, Inc. predicts that the global advertising market (paid search, display, and classified) will hit $125B by 2015. While IT budgets continue to stay flat, marketing budgets are up. Warc’s recent Global Marketing Index (GMI) entered positive territory in March 2012. Consequently, the heat […]
