KANA, IBM to Market Next-Gen Customer Service Solution

KANA Software and computer giant IBM have announced what they’re calling a major milestone in the rollout of their Service Experience Management strategy.

Under an OEM agreement with IBM, KANA has completed the integration of IBM’s Service Oriented Architecture Foundation and DB2 database software into its core Service Experience Management solution, KANA Service. Expanding on the traditional OEM model, IBM is offering Independent Software Vendors (ISVs) such as KANA additional support beyond that of a typical OEM agreement. IBM is providing sales force alignment, technical integration, support in reducing development cost, and quicker time to value for joint customers.

As part of this strategic relationship, KANA solutions are standardized and optimized on IBM hardware and software to offer the highest levels of performance and ease of management, according to the companies. The new solution will enable companies to design and deliver ideal service experiences that drive customer retention and cost savings.

KANA Service is scheduled for release in the second quarter of 2009.