The answer, or at least a big part of it, came today in San Francisco as thenew "KANA, a Verint company" introduced a big data solution calledEngagement Analytics at the Connect2014 conference.
The new product ties the actions of employees together with the experience ofcustomers across the web, mobile, contact center and other channels in near realtime.
Join the Crowd?
Of course, several technology companies offer analytics to enhance employeeengagement or the customer experience, but KANA executives said this is thefirst product to include both.
"It takes technologies like speech analytics from Verint and textanalytics and combines it with enterprise feedback management survey and journeymapping to show what the customer journey is like for your company," RyanHollenbeck, senior vice president for global markets, told CMSWire in aninterview.
Hollenbeck said the dashboard for the system "will show you what isactually happening in your call center through recorded conversations, what'shappening with survey responses, what's happening with social channels and thenhow you can offer up a more effective answer to the customer in near-real timethrough KANA case management and knowledge management technology."
Finding Its Niche
The addition of an analytics component not only helps KANA customers, butalso helps to differentiate KANA among rivals ranging from NICE Systems and Achievers on theemployee side to Salesforce or Oracle on the customer experience side and Gainsight and Totango on the customer success side.
"We think with the combination of Verint and KANA we'll be uniquelysituated there," said Hollenbeck.
The demonstration at the conference drew strong interest from existing Kanacustomers in attendance.
"I think there's some data now that is hard for us to get to -- the darkdata. This seems to make it easier to get to," said Scott Oswald, businessanalyst for the city and county of San Francisco.
Oswald said he "definitely" could use it to connect all thedifferent channels. The city currently uses an outside service to monitor socialmedia.
Web Down Under
Denise Cazaro, customer service manager for the city of Wollongong,Australia, said she could use the new product to measure customer satisfaction,but it "depends on how they pull all that information out."
"What I thought was great was to find those who've been on the web andthen have at the areas where we can improve the website," she said.
Verint shares, which traded at about $45 when the acquisition was announcedin January, were off 93 cents at $54.16 in late trading on a day when thebroader market also was in decline.
Title Image: Robert Hoetink/Shutterstock