Name: KANA Express, discontinued
Rating: 3.3 (2 reviews)
Author: Discontinued Products

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Kubernetes Monitoring

Text Editors

Development

School Management

Education

Business Intelligence (BI)

Collaboration

Corporate Performance Management (CPM)

Desktop Publishing

Facility Management

Manufacturing Execution

Meeting Management

Payment Facilitation

Supply Chain Management

Enterprise

Accounting

Blockchain Payments

Hedge Fund

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Stock Option Plan Administration

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Access Gateways

Application Performance Management (APM)

Blockchain Analysis

Change Management

Cloud Storage

Custom Software Development Services

Database Performance Monitoring

Firewall

Fraud Detection

Infrastructure Capacity Planning

Integration Platform as a Service (iPaaS)

Internet Security

Master Data Management (MDM)

Network Performance Monitoring

Network Traffic Analysis (NTA)

SQL Server Performance Monitoring

SaaS Management

Software-Defined WAN

Time Series Databases

Zero Trust Security Solutions

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Deliverability

Email Marketing

Marketing Automation

Screen and Video Capture

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Job Site Management

Project Management

Waste Management

Writing and Proofreading Tools

Professional Services

Customer Communication Management

Customer Relationship Management (CRM)

Sales

Operational Technology (OT) Security

Security

Aviation

Camp Management

Card Management

Municipal

Nonprofit CRM

Retail Analytics

Simulation

Travel Agency

Vertical-Specific

root

Overview

Pricing

ProductDemos

Features

ProductDetails

Comparisons

ReviewsAndRatings

medium

large

Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement as well. ServiceNow Field Service Management is available as an add-on via a separate license, and it allows users to connect field service with other teams and mobile tools to quickly respond to and prevent issues.

ServiceNow Customer Service Management

Incident and problem management

Self Help Community

Multi-Channel Help

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

External knowledge base

Internal knowledge base

Customer portal

Social integration

Email support

Help Desk CRM integration

ServiceNow

Top Rated 2024

Verint Knowledge Management aim to help agents find and share the information needed to answer both customer inquiries and questions they may have themselves. The solution helps ensure the answers agents access are consistent, up to date, and easily accessible.

KM Professional

KM Enterprise

Verint Knowledge Management

Knowledge Management

Verint

small

Zoho Corporation offers Zoho CRM Plus, a customer experience management platform that features a virtual AI assistant, process automation and business rules engine, and customer behavior analytics.

Basic

Zoho CRM Plus

Customer Experience Management

Multi-channel customer feedback collection

Product usage analytics

Customer experience profiles

Customer experience dashboard

Customer journey mapping

Churn risk scoring

AI-powered recommendations

Website A/B testing

Zoho

Suite Team

Suite Growth

Suite Professional

Suite Enterprise

Support Team (Foundational Support Only)

Support Professional

Support Enterprise

Zendesk Suite

Automated responses

Attachments/Screencasts

SLA management

Forums

Surveys/polls

Live help chat

Phone support

Call scripting

Zendesk

Sitecore Experience Platform

Digital Experience Platforms (DXP)

Web Content Creation

Web Content Management

Digital Experience Platform

Role-based user permissions

WYSIWYG editor

Admin section

Page templates

Mobile optimization / responsive design

Publishing workflow

Content taxonomy

SEO support

Bulk management

Community / comment management

Campaign management

Cloud enablement

Content aggregation

Content classification

Multi-channel content personalization

DXP Third-Party Integrations

Digital asset management

Sitecore

Medallia Agent Connect (based on the former Stella Connect) is a CX suite of applications, performing customer feedback collection and service quality measurement, customer agent motivation tools, and employee engagement tools such as agent reward tools and performance tracking. Stella Connect was acquired by Medallia September 2020.

Medallia Agent Connect

Medallia

MindTouch

Likelihood to Recommend

Likelihood to Renew

Performance

Usability

Support Rating

Online Training

Implementation Rating

Configurability

Product Scalability

Ease of integration

Vendor post-sale

PG Forsta HX Platform

PG Forsta

Quadient Inspire

Availability

In-Person Training

Vendor pre-sale

Contract Terms and Pricing Model

Quadient

Cisco Webex Experience Management (discontinued)

Discontinued Products

Sogolytics

Verint Voice of the Customer

Verint Express (formerly KANA Express) was a cloud-based multi-channel customer engagement / experience platform that was owned and supported by Verint since that company's 2014 acquisition of KANA Software. The product has since been discontinued.