Kana Software Enters On-Demand MarketBy Renee Boucher Ferguson | Print
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Kana's channel customer service solutions are now available as an on-demand option.Add one more player to the already crowded on-demand customer relationship management market. Kana Software announced Jan. 22 that its on-premises software is now available as an on-demand option as well.
A 10-year-old software company with about 600 on-premises customers, Kana develops what it refers to as channel customer service solutionse-mail, live collaboration, call center and Web self-service software for the banking, telecom, insurance, high-tech and retail industries.
The Kana OnDemand Suite, announced Jan. 22, is really the 9.5 version of the company's suite of products. With this latest suite, the applications are integrated so that on-demand users can buy either a single functionalityIM chat, for exampleor the entire suite. Additional functional upgrades with 9.5 include a knowledge management module that includes two components: customer self-service and agent assist.
The company's software architecture really has its roots in a multitenancythe ability for many companies to share a single architecture, according to Sieper, who said Kana's software was built early on to appeal to its base of outsourcing customers.
"We have one Web application server that could handle requests from multiple companies, logically dividing data in the database so no customer data is seen by other customers," said Sieper, in Menlo Park, Calif. "Outsourcers were able to do this through our data segmentation model, which is ultimately multitenant."
Moving forward, Kana is focused on ease of use for its customers, according to Sieper. "We're working from the perspective of, How do we get this up and running as quickly as possible? [The software] takes about five to 10 days to implement."
The on-demand model includes Kana Response OnDemand for high-volume e-mail response management; Kana Response Live OnDemand for live chat, co-browse and Web collaboration; and Kana IQ OnDemand, knowledgebase software for agent-assisted and Web self-service.
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