White Papers

Market Analyst White Papers

2008 Forrester Wave Report on Customer Service Software
This in-depth evaluation of ten different vendors ranks KANA as a Leader in Interaction-Centric Customer Service Software. KANA received the highest score for “Strategy” of all ten vendors evaluated, earning a score of 4.84 on a 5-point scale. In assessing Strategy, Forrester compares the strength of the vendors across product strategy, corporate strategy, and time-to-value. Dr Natalie Petouhoff, Senior Analyst at Forrester was quoted as saying, “KANA, a best-of-breed eService provider, continues to evolve its breadth and depth. KANA Software’s strategy is to help the world’s leading brands deliver service experiences that drive customer retention and loyalty and differentiate them from the competition by blending technology, services, and strategy. …KANA has evolved into a robust, capable customer interaction solution provider.”

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