Ventana Research Analyst Perspectives

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