Kana Enterprise is a product built via acquisition, and it delivers a solution that combines the strength of its two parents — the multichannel and knowledge capabilities of the historical Kana Software products and the business process management engine from Sword Ciboodle.
The product provides strong case management capabilities, with very strong business process management tools. It has very strong knowledge management capabilities and strong multichannel capabilities as well as very strong email and social customer service, strong social listening, and sound chat, but lacks video chat. It has strong reporting capabilities, but very weak analysis tools.
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