ReleaseWire Connect

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.

Lagan, a Division of KANA Software, Inc. and the global leader in Government to Citizen Technology, today announced that North Ayrshire Council have signed a deal that will see them deploy Lagan Connect2Tell iPhone in a move that it is expected to lead to cleaner, safer streets and lower administrative costs.

Lagan, a Division of KANA Software, Inc. and the global leader in Government to Citizen Technology, today formally announced Lagan Connect2Tell, a suite of applications that support Government Channel Shift strategies via the Web, Smartphones and SocialMedia applications like Twitter and Facebook.

KANA Software, Inc., a world leader in software solutions for Service Experience Management (SEM), today announced that it has been recognized as a Leader by Gartner, Inc in the 2011 Magic Quadrant for CRM Web Customer Service*. The annual report tracks changes in the web customer service software markets and analyzes market dynamics. KANA's evaluation is based on completeness of vision and ability to execute.

KANA Software, Inc., a world leader in software solutions for Service Experience Management (SEM), today announced that following selection last year, Universal American has deployed KANA to deliver a consistent, world class customer service experience. A Fortune 500 company, Universal American provides traditional health insurance, Medicare managed care plans, and Medicare prescription drug benefits to nearly 2 million people with Medicare. By deploying KANA’s Knowledge Management solution across all business units within the company, Universal American expects to improve customer satisfaction, reduce call handle time in call centers, and help agents find and capture new knowledge quickly. More than 1,800 employees in the United States and the Philippines are expected to have access to the system in 2011.

A new version of KANA’s market leading Email Management System

Lagan , a division of KANA Software, announced today that the City of Ottawa has selected its Government?to?Citizen (G2C) suite to power Ottawa’s Citizen Service Management solution – enhancing residents’ ability to access municipal services through various channels.

Connect2Tell Web allows government organizations to quickly and effectively provide citizen access to existing services via the web thereby: