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KANA Express, discontinued

KANA Express, discontinued
Formerly Verint Express

Overview

What is KANA Express, discontinued?

Verint Express (formerly KANA Express) was a cloud-based multi-channel customer engagement / experience platform that was owned and supported by Verint since that company's 2014 acquisition of KANA Software. The product has since been discontinued.

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Learn from top reviewers

KANA Express Lacks Functionality & Support - Buyer Beware

Rating: 3 out of 10
July 16, 2019
IncentivizedVetted ReviewVerified User
Our organization uses KANA Express to manage our incoming email workload from clients, mostly focused on client-facing communication. We also use this platform for some intern...
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Verified user
Manager
KANA Express, discontinued3 years of experience
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Pricing

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KANA Express, discontinued

KANA Express, discontinued

N/A
Unavailable

What is KANA Express, discontinued?

Verint Express (formerly KANA Express) was a cloud-based multi-channel customer engagement / experience platform that was owned and supported by Verint since that company's 2014 acquisition of KANA Software. The product has since been discontinued.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

Verint Knowledge Management

Verint Knowledge Management

N/A
Unavailable
What is Verint Knowledge Management?

Verint Knowledge Management aim to help agents find and share the information needed to answer both customer inquiries and questions they may have themselves. The solution helps ensure the answers agents access are consistent, up to date, and easily accessible.

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$71
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What is NICE CXone?

NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management,…

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Product Details

What is KANA Express, discontinued?

Verint Express (formerly KANA Express) was a cloud-based multi-channel customer engagement / experience platform that was owned and supported by Verint since that company's 2014 acquisition of KANA Software. The product has since been discontinued.

KANA Express, discontinued Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(2)

Reviews

(1-1 of 1)
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KANA Express Lacks Functionality & Support - Buyer Beware

Rating: 3 out of 10
Incentivized
July 16, 2019
Verified User
Vetted Review
Verified User
KANA Express, discontinued
3 years of experience
Use Cases and Deployment Scope
Our organization uses KANA Express to manage our incoming email workload from clients, mostly focused on client-facing communication. We also use this platform for some internal ticket management through our escalated support teams. KANA Express allows us to route our incoming emails to various queues, track and send replies, and gather analytics for our users.
Pros and Cons
  • 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.
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.
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.
Other Software Used
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