KANA Announces Major New Release of Service Experience Management

KANA Announces Major New Release of Service Experience Management Latest Version Advances Customer Service Experience with Embedded Chat, Co-Browse and Social Listening Capabilities SUMMIT 2011, MIAMI, FL. , October 3, 2011 -- KANA Software, Inc. , a world... More

KANA Announces Major New Release of Service Experience Management Latest Version Advances Customer Service Experience with Embedded Chat, Co-Browse and Social Listening Capabilities SUMMIT 2011, MIAMI, FL. , October 3, 2011 -- KANA Software, Inc. , a world leader in software solutions for Service Experience Management (SEM), today announced the immediate availability of KANA SEM 11R4, which builds on KANA’s vision for the future of customer service, marked initially by the launch of KANA SEM in 2010. Significantly, SEM 11R4 enables service organizations to collaborate with customers online and gain a deeper understanding of customers through social listening. SEM brings together business process management (BPM), case and knowledge management, social experience management and near real-time analytics in a complete customer-service ecosystem that delivers unprecedented visibility into, and control of, service processes and the customer experience. Key new features of SEM 11 R4 includ Less