|
KANA Software Announces Growth and Expansion in EMEA Operations, Key Executive Appointments
GLASGOW, UNITED KINGDOM, Jan 15, 2013 (MARKETWIRE via COMTEX) --
KANA Software, Inc., a global leader in customer service solutions
delivered on-premise or in the cloud and used by more than 900
organizations worldwide, including half of the Global 100 and 250
government entities, today announced the continued growth and
expansion of its European operations, as well as the appointment of
several new executive management posts.
The new resources will be devoted to serving KANA's growing European
client base. The company has won significant new business with a
number of new customers including Barclays, Eircom, IFDS and Mobile
Money.
KANA is also pleased to report that numerous customers have leveraged
their KANA customer experience management infrastructure to support
call center excellence, in some cases to international acclaim, as in
the case of ScottishPower. The utility customer was recently named
the winner in the Most Improved Calls category and also named to the
prestigious Call Centre Focus Top 50 Call Centres for Customer
Service for its Customer Service Direct Debit Operations, which
tracks customer preferences and offers services online from bill
paying to meter reading.
New R&D Center, Go-to-Market Partners, Management Appointments
To
support the company's growth in Europe, the Glasgow campus has been
named a key software research and development center. Alongside its
sister R&D facilities in Belfast and Sunnyvale, Calif., Glasgow will
be one of the company's main R&D hubs for the KANA Enterprise
product. The Glasgow campus will house the development groups
responsible for driving the development of new products, as well as
the company's professional services group. KANA is acquiring new
talent in both these areas, expanding headcount by some 20%. The
company is also looking to hire additional Project Management,
Business Analyst and Sales personnel.
The company also announced several new executive management
appointments, expanding its European leadership team. Importantly,
all of the recent management appointments are former Ciboodle
executives who have been retained by KANA to grow the company's
operations in Europe. These include Kenny Bain who is now general
manager, EMEA; Steven Thurlow, head of worldwide product strategy;
Paul White, sales director for EMEA; and Michael Cairns, head of
professional services for EMEA.
KANA Benefits from Continued Investment in CRM, Customer Service and
Call Center Initiatives
While economic difficulties in Western
Europe have slowed software sales overall, KANA is benefiting from
organizations' continued investment in customer service initiatives
and CRM -- both in the commercial and public sectors. CRM (customer
relationship management) software ranks within the fastest-growing
segments, according to figures released in November 2012 by analyst
firm IDC. Three of four CRM market subcategories showed double-digit
growth so far this year, with contact center applications seeing a
single-digit increase, according to IDC. Customer service, sales and
marketing had a roughly 12% growth rate overall. The report also says
CRM license sales are growing as companies replace aging on-premises
systems with cloud-based offerings.
KANA also saw its business benefit from organizations' continuing
investment in customer experience management technology to address
key operational imperatives such as channel shift and cost
optimization, and to leverage new delivery mechanisms, such as the
Cloud.
"Given current economic conditions, it is perhaps more important than
ever for organizations to look at how they can improve customer
service and customer advocacy efforts and KANA is well positioned to
assist them," said Kenny Bain, general manager, for KANA in EMEA.
"With our Enterprise and cloud-based Express solutions oriented to
meet the needs of the midmarket, we offer organizations a technology
portfolio unparalleled in depth and vision, combining deep contact
center experience with web customer service expertise, on a global
basis."
About KANA Software
KANA makes every customer experience a good
experience. A global leader in customer service solutions delivered
on-premise or in the cloud, KANA lets organizations take complete
control over customer service interactions, so they can take care of
customers, while managing costs and reinforcing brand. By unifying
and maintaining context for customer journeys across agent, web,
social and mobile experiences, KANA solutions have reduced handling
time, increased resolution rates and improved net promoter score
(NPS) at more than 900 enterprises, including half of the Global 100
and more than 250 government agencies. KANA is based in Silicon
Valley, California and has offices worldwide.
Follow KANA on Twitter: http://twitter.com/KANAsoftware
KANA is a registered trademark of KANA Software, Inc. All other
company and product names may be trademarks of their respective
owners.
Contact:
Erin Lutz
Lutz PR for KANA Software, Inc.
+1 949 293 1055
Email Contact
SOURCE: KANA
http://www2.marketwire.com/mw/emailprcntct id=7A8D9C5A679CBD6A
[ Back To Outbound Call Center Community's Homepage ]
|
Internet Telephony Magazine
Click here to read latest issue
CUSTOMER 
Cloud Computing Magazine
Click here to read latest issue
M2M Evolution Magazine
Call Center/CRM
Info Tech 
IP Communications 
Mobile 
Green 
Satellite 
Robotics 
