Executive Summary (This is a document excerpt)

KANA, a best-of-breed eService provider for more than a decade, has emerged as Leader in our evaluation. Originally an email response management vendor, KANA has evolved through numerous acquisitions into a robust, capable eService solution provider. Unassailable Web collaboration in addition to an extendable technology platform and compelling email response and integrated knowledgebase functionalities, are a few reasons that KANA's Hipbone Web Collaboration Suite should be considered atop shortlists for enterprise eService suites. Although KANA continues to struggle with revenues, a new CEO and increased internal professional services in concert with strong brand recognition look promising for the vendor. KANA is a viable choice for enterprise customers that seek a best-of-breed eService solution with top Web collaboration functionality and a common channel management platform.

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