Ventana Research Analyst Perspectives

Agent Desktop Management in 2013 Is Hot for Improving Customer Experience

Posted by Richard Snow on Aug 13, 2013 10:30:45 AM

Ventana Research has just released its 2013 Value Index for Agent Desktop Management, in which we evaluate the competency and maturity of vendors and products that support the management of the desktop systems that agents use to handle customer interactions. Our firm has researched this software category for many years, and our benchmark research into customer service and the agent desktop shows the impact the agent desktop has on agent satisfaction and efficiency and the business outcome of such interactions. Because of its increasing importance, we have taken agent desktop management out of our Customer Experience Value Index and created a separate category for it.

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Topics: Call Center, Cincom, Cloud Computing, Contact Center, Contact Center Analytics, Customer & Contact Center, Customer Service, Genesys, Jacada, Kana, NICE Systems, OpenSpan, Operational Performance, Salesforce.com, Upstream Works, Customer Experience, Analytics

Kana Paints a New Picture of Unifying Customer Service

Posted by Richard Snow on Apr 18, 2013 9:45:20 AM

Back in July I wrote about Kana’s acquisition of Ciboodle and its previous acquisition of Overtone and what seemed to be its ambitious plans to release an integrated version of the products. I went so far as to say Kana would have “something unique to offer” if it pulled off this effort. Now, almost nine months to the day, it has launched a new version of Kana Enterprise, and from what I saw in a prelaunch briefing it does seem to be something unique. Billed as “the first omni-channel customer service suite,” the new product brings together the original Kana customer self-service and knowledge management products, the Ciboodle desktop and several new developments.

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Topics: Business Analytics, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Service, Kana, Mobile Apps, Self-service, Social CRM, Social Media, Text Analytics, Voice of the Customer, Customer Experience, Analytics

Kana Acquires Ciboodle

Posted by Richard Snow on Jul 24, 2012 10:16:31 AM

This month Kana announced it had acquired contact center provider Ciboodle. This comes a few years after Ciboodle was acquired by Sword, a marriage that apparently didn’t work out because Sword, a predominantly services company, didn’t make the necessary investment in the Ciboodle products to keep them competitive. Kana, looking to expand its portfolio beyond service experience management, spotted that Ciboodle, with its customer experience management portfolio, provided a good, complimentary set of products – so hopefully this ends up as a happy marriage.

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Topics: Business Analytics, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Service, Desktop Analytics, Kana, Social CRM, Social Media, Speech Analytics, Text Analytics, Voice of the Customer, Customer Experience, Analytics

KANA’s SEM Resembles CEM

Posted by Richard Snow on Aug 3, 2011 9:39:49 AM

I’m no great fan of three-letter acronyms, so I wondered what KANA Software means by positioning itself as the leader in service experience management (SEM), which is a term I had not heard. I have thought of KANA as a CRM vendor, but through a program of internal development and two acquisitions, it has transformed itself into something quite different. The acquisition of Lagan in 2010 added additional CRM functionality, enterprise case management and a track record of providing solutions to public-sector authorities. In April of this year Kana announced the acquisition of Overtone, which added text analytics capabilities, with a particular focus on analyzing content extracted from social media. 

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Topics: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Data Management, Customer Feedback Management, Customer Service, Desktop Analytics, Kana, Lagan, Overtone, Predictive Analytics, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Customer Experience, Analytics