Case Study: Kana enhances customer service reporting with insightsoftware Logi Symphony

Kana Software Leverages Logi Symphony to Enhance Clients’ Customer Service Success

Kana, a Verint company that provides customer service solutions to many of the world’s largest businesses, needed to replace a legacy reporting tool that was difficult to set up, lacked flexibility, and created interoperability issues for enterprise customers. Working with insightsoftware, Kana turned to Logi Symphony to deliver faster, easier, and more user-friendly embedded reporting for customer service teams.

Using insightsoftware’s Logi Symphony, Kana repurposed more than 100 existing report templates into dynamic on-demand reports, gave agents self-service report creation tools, and enabled flexible scheduling and richer data visualization. The result was a more scalable reporting platform across Kana’s product suite, improved product quality and service offering, and better access to customer intelligence that helped agents personalize interactions and improve the customer experience.

Kana

Vikas Nehru

SVP of Worldwide R&D and Support