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Kana Announces Angel as Senior VP
 TMCnet Contributing Editor
Kana Software has announced that Mark Angel has joined the company as Senior Vice President of Corporate Development and Strategy. In this role, Angel will be responsible for defining and guiding Kana's strategic direction.
"I credit Mark Angel for bringing Web 2.0 to the CRM and eService world," wrote John Ragsdale, Vice President of Research for the SSPA, on his blog, titled "Ragsdale's Eye on Service."
Mark Angel has worked in the fields of customer service software, knowledge management, and search technology development for more than two decades. Prior to joining Kana, he served as CTO of Knova Software (News - Alert) Inc., now a division of Consona Corporation, where he was responsible for the company's product and technology vision.
Prior to Knova, Angel founded Kanisa, where he served as CEO and helped develop a knowledge management and search platform driven by several patent-pending innovations.
As Senior Vice President of Corporate Development and Strategy, Angel will own the process of developing and evangelizing Kana's strategic vision. Angel will be involved with identifying new partner relationships, spearheading the company's M&A activities and working closely with customers and prospects.
Kana sells multi-channel customer service products. Company officials claim their clients "report double-digit increases in customer satisfaction, while reducing call volumes by an average of 20 percent."
Haven't heard much from Kana recently, the last time this reporter covered the company was back in late 2005, when they announced KANA IQ External Content Search, which company officials described as "an additional option for customers using the company's KANA IQ for enterprise knowledge management."
KANA IQ ECS allows customer service organizations to reuse existing content and information stored within the knowledge base and control content publishing using workflow: Agents can publish new data directly to the knowledge base, while the product provides both agents and customers a way to retrieve content.
By access to extended search options through self-service customers can use the same knowledge and guidance internal agents do. Many consultants recommend this technique to allow customers to find their own answers online, reducing the number of calls paid agents handle.
David Sims is a contributing editor for TMC (News - Alert) Net. For more articles please visit David Sims' columnist page.
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