Likelihood to Recommend If your business has more than 50 users, don't use KANA Express. User management and setup is not intuitive, and back-end email management takes a large amount of time. If your business emails more than one recipient and expects replies from more than one recipient, don't use KANA Express. The system is built for one-question-in, one-answer-out. Anything more than that requires extra customization or is impossible, according to their development team. If managing your inbound email either internally or externally is critical to your operations, don't use KANA Express. Downtime is more frequent than is acceptable, and their Netherlands advanced support team's hours make down-time in the western hemisphere a lot longer than it needs to be.
Read full review Verint is very well suited for the corporate enterprise market as it has sufficient granular permission controls, feature rich and scalable. Their pricing model is also very cost effective as it doesn't punish you for being successful (getting lots of submissions or responses). If you are considering Verint, you should ask very specific questions for functionality to make sure it is covered.
Read full review Pros Allows you to manage multiple email queues with different business rules. User interface is somewhat intuitive, allowing users to navigate fairly easily. Admin controls allow for a considerable variety of customization. Read full review Flexible for making changes to survey questions, layout, and text Great tracking of customer responses as well as ease of integrating Google Analytics for additional tracking Support team was very knowledgeable and responses to requests Read full review Cons KANA Express is NOT set up for business models where email is conversational and involves multiple recipients and responses. If your business model is one-question-in, one-answer-out, then KANA Express will probably work for you. Since signing on with them, KANA Express' support team has been severely lacking in expertise and acceptable turnaround times, especially when the platform encounters a system-wide issue to leads to downtime. Our assigned sales contacts jumped ship with the company almost immediately after we went live, which is never a good sign. Admin panel and functions are very antiquated and not user-friendly at all. Email management through the admin tool lacks crucial insight that prevents admin users from being able to easily route and manage emails. Our organization had to write our own KANA user guides that KANA Express then took and started using themselves and for other clients. The KANA Express platform does not have proper spam or auto-reply management tools. Admin users must manually turn off the KANA Express auto-response emails in order to prevent email loops with other parties' auto-responses. Analytics options are lacking. Admin users must run at least three separate reports in order to gather appropriate insight as to user activities and metrics. Email queue/user set up is not intuitive. If adding a new queue or user, all users must be manually adjusted to include that new queue. There is no mass-edit tool for KANA Express users. Read full review Does simple very well, but complicated not as well. It is NOT a survey system. Some of the reports are still a bit old for display, but new features have been released recently giving more options. Standard deployment templates may be a bit limited for customization, or you need to go to fully customized and do the development yourself. Read full review Likelihood to Renew The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget
Read full review Usability Overall usability is easy and while I have been using it for years and used to it, new users seem to be able to create surveys without any training or hand holding. Simply create a login and they can figure it out themselves quickly because of the intuitive nature of the layout. Verint could use to improve or update the user interface as it seems very dated visually.
Read full review Support Rating Every support contact I have had, be it by email, live chat or phone, I have had my issue resolved very quickly, efficiently and professionally by a knowledgeable and well trained support team member. Having worked in technical support many years ago myself, I can appreciate the level of service and quality of support offered by Verint. I would, without hesitation, say that Verint offers one of the best support experiences out there.
Read full review Alternatives Considered ForeSee offers data that is complimentary to
Domo . ForeSee wins on ease of use, simple navigation and practical data from the consumer! ForeSee could be deadly when paired with
Domo . The ability to pair sales with customer engagement visually is a valuable tool. ForeSee has the visual modeling down and can handle multiple data sets.
Read full review Return on Investment KANA Express was originally presented as an excellent alternative to Fastraq, an email management system that was in EOL during the time we were shopping for alternatives. Unfortunately, our originally planned ROI was not achieved due to lost functionality and broken sales promises, leaving us with an email management system that's built more on workarounds than out-of-the-box solutions, requiring considerable time for admin activities that could be avoided by a better-designed system. Read full review Provides real-time voice of the customer feedback Integration with other analytics platforms is a plus but can be cumbersome to set up Initial setup can be problematic Read full review ScreenShots