Richard Snow's Analyst Perspectives

KANA’s SEM Resembles CEM

Posted by Richard Snow on Aug 3, 2011 9:46:50 AM

I’m no great fan of three-letter acronyms, so I wondered what KANA Software means by positioning itself as the leader in service experience management (SEM), which is a term I had not heard. I have thought of KANA as a CRM vendor, but through a program of internal development and two acquisitions, it has transformed itself into something quite different. The acquisition of Lagan in 2010 added additional CRM functionality, enterprise case management and a track record of providing solutions to public-sector authorities. In April of this year Kana announced the acquisition of Overtone, which added text analytics capabilities, with a particular focus on analyzing content extracted from social media. 

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Kana, Lagan, Analytics, Business Mobility, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management, Overtone