KANA Enterprise Reviews & Product Details


What is KANA Enterprise?

Service Experience Management (SEM), Multichannel Customer Service, Knowledge Management, Email Management, Chat and Co-browse

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KANA Enterprise Profile Details

KANA Enterprise Profile Details

Vendor
Verint
Company Website
Year Founded
1994
Total Revenue (USD mm)
1,062
HQ Location
Melville, New York
Ownership
NASDAQ: VRNT
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
3,180
Twitter
@Verint
Twitter Followers
6,756
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Companies Using KANA Enterprise

Xerox
Staples
Sprint
Priceline
New York Life Insurance Company
Amadeus
1-800-Flowers
PacifiCorp
Bank Leumi
TUI
City and County of San Francisco
Carglass

KANA Enterprise Reviews

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1-11 of 11 total Kana reviews

KANA Enterprise Reviews

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1-11 of 11 total Kana reviews
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Community Manager
Consumer Electronics
Enterprise
(10,001+ employees)
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"A great tool for streamlining customer service"

What do you like best?

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily eliminating each of these separate components for the associates. Nearly all of the work they do can be done in KANA Enterprise now. In the future, we will be implementing further developments to lump in everything else while even increasing the functions and features. When all is said and done, KANA Enterprise gives us the ability to do everything we've been doing and thensome, but all within a single application.

What do you dislike?

The customizability is a huge win for KANA Enterprise, but it's also a huge drawback. Very few of the features we scoped out were available on initial release. Even with those, we had a lot of work to do to get there. That said, I wouldn't trade out the time for fewer features/possibilities. Having a all-in-one resource is invaluable, even if it's going to take us a total of 5-ish years to implement all the features we need.

What problems are you solving with the product? What benefits have you realized?

Scattered resource usage and systems. Improving customer service by making accounts and orders more quickly and easily accessed. Better customer identification. Better email and FAQ management. MUCH better workforce management.

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II
Enterprise
(10,001+ employees)
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"One of the industry leaders for Knowledge Management, Case Management and Engagement Management"

What do you like best?

Ability to expose services as SOAP; which in turn are easily customizable and can be consumed easily in clients own custom application

What do you dislike?

The overall reporting approach with jasper is little cumbersome to customize; especially for stuff like custom content types and custom tagsets.

What problems are you solving with the product? What benefits have you realized?

Knowledge taxonomy structuring, Creating custom reports for business users, etc.

KANAs tag based approach is very helpful in creating the knowledge taxonomy. SOAP services can be easily customized to get the desired response. Ability to have single sign on authentication based on SAML, cookie based, etc.

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CF
Enterprise
(10,001+ employees)
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"A CRM solution worth of consideration"

What do you like best?

Good integration with social media, good use of the cloud, and good collation of data so multiple agents can be "on the same page"

What do you dislike?

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

Recommendations to others considering the product:

Definitely demo it first. The software's limitations may not be a good fit for your organization.

What problems are you solving with the product? What benefits have you realized?

KANA was a good solution for our CRM needs, giving our CS people the ability to resolve customer account questions.

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AI
Enterprise
(10,001+ employees)
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"Antiquated customer service application "

What do you like best?

Can be used by multiple customer facing teams u

What do you dislike?

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

Recommendations to others considering the product:

Look at more dynamic solutions that integrate with a CRM. Consider a ticket based system.

What problems are you solving with the product? What benefits have you realized?

Customer service uses it for outbound communication to clients that are received to a central mailbox.

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UI
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"Kana Enterprise Review"

What do you like best?

I love how Kana Enterprise allows our team to live chat with our customers to assist them in solving their issues. We also use the Co-Browsing feature a lot to help our customers quickly.

What do you dislike?

Kana Enterprise is expensive but worth the cost.

What problems are you solving with the product? What benefits have you realized?

We are utilizing Kana Enterprise to solve our communication problems with our customers.

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IT
Enterprise
(10,001+ employees)
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"Kana"

What do you like best?

I like that I can communicate directly with my exclusive customers

What do you dislike?

I don’t like the interface because it tends to be garbled

What problems are you solving with the product? What benefits have you realized?

Everything from processing orders from customers to completing their requests for their accounts

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CF
Enterprise
(10,001+ employees)
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"Kana!"

What do you like best?

Great customer services tool for tracking and responding to correspondence.

What do you dislike?

Can't says there's many things I dislike from my experience.

Recommendations to others considering the product:

Great tool for managing and responding to customer inquiries

What problems are you solving with the product? What benefits have you realized?

I work in compliance so having a tool like this provides assurances that customers' voices are heard.

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AO
Enterprise
(1001-5000 employees)
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"KANA Response Experience"

What do you like best?

It is user friendly for the agent as well as management.

What do you dislike?

Lack of installed reports for our business. Would like to be able to run mailbox report for multiple mailboxes upon selections and provide agent information within the same report. (ex: Would like totals for Mailbox 1 and break down those totals by each agent working mailbox 1.)

What problems are you solving with the product? What benefits have you realized?

We are automating our emails with the use of auto respond agents.

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UO
Enterprise
(10,001+ employees)
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" escalations"

What do you like best?

Open network to help resolve our customers issues.

What do you dislike?

Slows down the computer down. Updates really cause issues.

What problems are you solving with the product? What benefits have you realized?

Effective way to escalate customer issues

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AB
Enterprise
(10,001+ employees)
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"I am the content manager and lob contact for a fortune 500 company"

What do you like best?

I like that it stores all my messages from the customer in one place.

What do you dislike?

I wish each email from the borrower would have a unique case number( even if its a reply to reply). I would like to see routed messages retain the borrowers original email.

What problems are you solving with the product? What benefits have you realized?

An efficient way to communicate with my borrowers.

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UR
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"Easy to Process Emails"

What do you like best?

I like to place orders online and the store from Kana to As400 Data system.

What do you dislike?

I hate to try to find a order. When, it is not processed yet, and the customer get upset if can't find the order to cancel it or change it.

Recommendations to others considering the product:

This is great for holding information to place orders or correct things on orders.

KANA Enterprise Features

  • Response Automation
  • Attachments/Screencasts
  • Email to Case
  • Reporting

Kana User Ratings

8.3
Ease of Use
Average: 8.6*
7.5
Quality of Support
Average: 8.4*
6.4
Ease of Setup
Average: 8.6*
* Help Desk Category
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