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The KANA iCARE suite provides businesses with eCRM applications optimized for the needs of specific vertical industries, including healthcare, telecommunications, financial services and many others.

These applications ensure the most effective and personalized interaction for customers. In addition, the company’s eCRM applications are deployed on a flexible application framework that enables fast time to value and maximum return on investment.

British Telecom is one of the largest telecommunications providers in Europe and is using KANA Response software optimized for the telecommunications industry to respond quickly and effectively to an increasing number of e-mails into its customer service center per day.

"KANA's customer service tools are flexible and easy to use, said Adam Marchmont, systems development manager, British Telecom Retail Shared Infrastructure. We use KANA to respond to customer e-mails quickly and with the correct information - at minimal cost. BT places quality at the heart of its operations: I'm happy to entrust KANA with the responsibility for ensuring that quality pervades our e-mail customer service operations. The product does just what it says it will - which is why I'd highly recommend it."

Additional European companies recently benefiting from KANA’s eCRM applications include: Bertelsmann, CSSC, Freeserve.net, Gemeente Amsterdam, O2 GmbH & Co. OHG, PGGM, STIME and Telewest, among others.

The KANA iCARE suite is a comprehensive enterprise software suite made up of modular eCRM applications including an ultra-scalable contact center application, the industry’s leading in- and out-bound e-mail management system, a robust knowledge base for self- and assisted-service and sophisticated marketing and analytics. KANA’s modular approach enables companies to address specific customer service issues with a particular eCRM application, without the need to deploy an entire suite.

Additionally, KANA’s Web architecture integrates across multiple service channels and enables integration with additional enterprise applications as needed.

The ability of KANA’s Web-architected applications to cost-efficiently scale to high volumes of interactions is an asset to any business, in any industry, regardless of geography, said Bud Michael, executive vice president of products and marketing for KANA. KANA’s market-leading applications meet the customer service requirements of Global 2000 organizations and as a result we are seeing increased adoption around the world.

KANA provides eCRM applications optimized specifically for the telecommunications, financial services, healthcare, high technology, retail, government and higher education markets to drive better relationships through effective, efficient interactions with customers at all points of contact (self-service, Web collaboration, phone, e-mail, live chat) and throughout the enterprise.

KANA’s industry-specific applications and customizations address the unique needs of Global 2000 organizations in these markets, giving businesses a competitive advantage and increasing their ability to service, market to and sell to their customers.

More than 1,300 companies worldwide benefit from KANA’s customer-centric approach to managing customer relationships, which combines sophisticated analytics with thin-client Web architecture to deliver extraordinary customer interactions that decrease costs and drive revenue.