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KANA announces winners of the CONNECT 2014 Customer Awards; Several UK Organisations Awarded for Outstanding Deployment of Customer Service Solutions
[October 22, 2014]

KANA announces winners of the CONNECT 2014 Customer Awards; Several UK Organisations Awarded for Outstanding Deployment of Customer Service Solutions


(M2 PressWIRE Via Acquire Media NewsEdge) KANA Software today 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.

This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2014 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2014 and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.

VERINT, ACTIONABLE INTELLIGENCE, MAKE BIG DATA ACTIONABLE, CUSTOMER-INSPIRED EXCELLENCE, INTELLIGENCE IN ACTION, IMPACT 360, WITNESS, VERINT VERIFIED, KANA, LAGAN, VOVICI, GMT, VICTRIO, AUDIOLOG, ENTERPRISE INTELLIGENCE SOLUTIONS, SECURITY INTELLIGENCE SOLUTIONS, VOICE OF THE CUSTOMER ANALYTICS, NEXTIVA, EDGEVR, RELIANT, VANTAGE, STAR-GATE, ENGAGE, CYBERVISION, FOCALINFO, SUNTECH, and VIGIA are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners.

Contacts: Industry Information Ryan Zuk KANA, A Verint Company (602) 821-3165 [email protected] [email protected] Industry Information Candace Flynn Verint Systems Inc (303) 254-7152 [email protected] Media Relations James Horne . Houston PR (44) 0203 701 7665 .

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