Case Study: KANA Software achieves on-demand customer insights and empowered self-service reporting with Logi Analytics

Leading customer service solution provider uses Logi Report to help companies elevate customer service standards with on-demand deep customer insights

KANA Software (now part of Verint) is a leading provider of customer service solutions used by hundreds of global enterprises. The company struggled with a Windows‑based, inflexible reporting tool that made report creation slow and cumbersome, limited agents’ access to curated 360° customer profiles, and caused interoperability and deployment delays across diverse customer environments.

KANA implemented Logi Report (Designer, JDashboard, and Server Live) to embed cross‑platform, self‑service analytics into its products, repurposing more than 100 reports and simplifying ad hoc reporting. The change delivered faster report setup and scheduling, richer visualizations, empowered agents who can generate on‑demand customer profiles without IT, and a standardized, scalable reporting platform that improves personalization and overall service quality.

KANA Software

Vikas Nehru

SVP of Worldwide R&D and Support