KANA to Demonstrate the Value of its Joint Solutions during IBM's IMPACT 2009 Smart SOA Conference

KANA Software, an IBM (News - Alert) partner specializing in multi-channel customer service solutions, will demonstrate the value of its joint KANA-IBM solutions during IBM’s IMPACT 2009 Smart SOA Conference taking place May 3-8 at the Venetian Resort Hotel Casino in Las Vegas.

 

Specifically, KANA will demonstrate how the IBM Banking Customer Care and Insight Solution enhances the capabilities of its customer service management solutions. The news comes on the heels of KANA’s announcement in March that, through its OEM agreement with IBM, it has completed the integration of IBM's Service Oriented Architecture (SOA) Foundation and DB2 database software into its core Service Experience Management solution, Kana Service.

KANA's customer service solutions have been validated and certified on IBM Health Integration Framework, IBM Banking Customer Care and Insight Solution, and IBM Insurance Process Acceleration Framework. Each of these IBM SOA Industry Frameworks addresses industry-specific business challenges with industry-specific, pre-built assets and an integrated ecosystem of business partners.

The annual conference focuses on the role service oriented architecture (SOA) plays in resolving pressing business issues, cutting costs and increasing revenue, and demonstrates how IBM SOA Industry Frameworks serve as an invaluable resource for bridging the gap between general purpose middleware and industry specific business applications to help companies solve their most challenging business issues.

"Most companies still experience a significant division between their business and IT departments, which increases reaction times and decreases the quality of customer service," said KANA Software CEO Michael Fields in a release. "Along with IBM, we're breaking down these silos and providing customer service executives with the multi-channel and next-generation solutions they need to radically improve their customer service.”

“With IBM's framework approach, our joint solution reduces a customer's time to market, time to value and overall risk,” Fields added. “We're doing this in entirely new ways designed specifically for today's demanding end customers. Especially in this economy, it's crucial to provide exemplary customer service to fuel business growth, and to have solutions that can rapidly adapt to customers' constantly changing needs."

During the conference, Linda Bruning, KANA's vice president of strategic alliances, along with executives from IBM, Walgreens and CenterPoint Energy will hold a panel discussion on "Working Smarter in Your Industry.” The purpose of this session is to answer the key question, "How do organizations move their business agenda forward, reducing risk and boosting time-to-value on their IT projects?" The session will include a discussion of how IBM customers across different industries are leveraging IBM SOA Industry Frameworks.

KANA and IBM will also announce general availability of KANA's next-generation Service Experience Management (SEM) solution later this quarter. Built on IBM's market-leading SOA and Information Management foundation, the new solution is designed for companies that must deliver superior customer service in the face of tighter resources, increased competition, and constant business change. It enables organizations to rapidly deliver the ideal service experience based on customer profile, business context and cost constraints, and furthermore gives customer service executives full control over the end-to-end service experience.