Kana Software has introduced a new service experience platform that combines CRM functionality with BPM, knowledge management, analytics and social listening. The application is in fact the culmination of a few years’ of effort by Kana to integrate these closely related feature sets, said Ajay Khanna, senior director of product marketing for Kana. “A few years ago, we started working to integrate knowledge management, business process management and analytics to create one platform that would not only monitor what customers were saying but help users respond to these customers in a timely, and when appropriate, automated fashion.”
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Kana Bridges CRM-Social Listening Gap
Posted by: Erika Morphy April 23, 2012 05:00 AMKana Software has introduced a new service experience platform that combines CRM functionality with BPM, knowledge management, analytics and social listening. The application is in fact the culmination of a few years’ of effort by Kana to integrate these closely related feature sets, said Ajay Khanna, senior director of product marketing for Kana. “A few years ago, we started working to integrate knowledge management, business process management and analytics to create one platform that would not only monitor what customers were saying but help users respond to these customers in a timely, and when appropriate, automated fashion.”