KANA Customers Stand Out for Achievements in Optimizing Customer Engagement

PRESS RELEASE: KANA Software announced the winners of its CONNECT 2014 Customer Awards Program. This year’s recipients were recognised across seven award categories for outstanding performance in driving customer and citizen engagement across their commercial and public sector organisations using KANA solutions.

The UK award winners:

Best Agent Experience: BSkyB

British Sky Broadcasting plc (Sky) optimizes customer engagement for advisors in multiple countries through the introduction of a single intuitive knowledge tool using KANA solutions. Contact center advisors now work smarter and more confidently using a knowledge tool that replaces four previously disparate tools, and as a result, are consistently achieving higher Net Promoter Scores (NPS) measuring customer service delivery. Judges also cited Sky for excellent user-centered design and agent adoption.

Best Web Experience: Oxford City Council

Oxford City Council earned the Best Web Experience Award. It uses KANA solutions to run its citizen portal, which includes more than 100 web-enabled options for online self-service and integration with back-office systems, greatly reducing or eliminating the need for internal issue handling. The portal significantly reduces operating costs, while generating incremental revenue via council tax web transactions. Approximately one-third of visitors to the Council website are now doing so via mobile devices.

Technology Innovator of the Year: Wyre Council

Wyre, a District Council in the Lancashire County Council tier of authorities, earned the Technology Innovator of the Year Award for its use KANA solutions to help channel shift customers from expensive in-person and phone interactions onto its website. Citizens use Wyre’s website to plot the location of their issues using a Google Map that integrates with KANA case management, providing officers in the field with valuable details for resolving issues quickly. It also reduced operating expenses in the process. Wyre increased the volume of customers accessing its services online by 15 percent in one year.

Channel Shift Champion (Highly commended): Serco & Hertfordshire County Council

International service provider Serco received a “highly commended” honour for its innovative use of KANA solutions on behalf of Hertfordshire County Council. Working together with the Council, Serco has generated a program savings over the lifetime of the contract that will deliver an estimated £10 million in savings through channel optimisation plans. One transformation example is a citizen reporting tool that integrates with mapping and back-office systems to simplify highway issues, reduce agent handling time, and help ensure defects are sent quickly to the right team for action.

CONNECT 2014 Customer Awards Program judges consisted of KANA senior executives and industry analysts focused on customer engagement, including Omer Minkara, research director, Aberdeen Group; Jeremy Cox, principal analyst, Ovum; and Esteban Kolsky, principal and founder, ThinkJar Research.

About KANA

KANA®, A Verint® Company, is a leading provider of cloud and on-premises customer service solutions. KANA helps global organizations—including many of the Fortune 500, mid-market businesses and public sector agencies—optimize their engagements with consistent and contextual customer journeys across agent, web, social and mobile experiences. Using KANA solutions, organizations can reduce operational costs, increase resolution rates and improve brand loyalty. Learn more at www.kana.com.

About Verint Systems Inc.

Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions. Actionable Intelligence is a necessity in a dynamic world of massive information growth because it empowers organizations with crucial insights and enables decision makers to anticipate, respond and take action. Verint Actionable Intelligence solutions help organizations address three important challenges: customer engagement optimization; security intelligence; and fraud, risk and compliance. Today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Learn more at www.verint.com.