2. ABOUT
Founded in 1996, KANA Software, Inc. is a
wholly owned subsidiary of Verint
Systems and provides on-premises and
cloud computing hosted customer
relationship management software products
to many of the Fortune 500, mid-market
businesses and government agencies.
CHALLENGES
SOLUTION
The KANA back-end platform was initially
based on IBM WebSphere (KANA is an IBM
Global Strategic Partner). Because
WaveMaker is a browser-based tool that
runs on any Java server, it was easy to
integrate with IBM WebSphere Application
Server, WebSphere Process Server and a
Service-Oriented Architecture (SOA).After an
in-depth evaluation of alternatives, looking
at both technical factors and business
factors, including the long-term business
viability of each vendor KANA turned to
WaveMaker which met their three key
criteria:
KANA wanted to give its customers a way to
quickly and easily customize the KANA
applications to suit their particular business
processes. They faced the challenge of
reducing time and effort to get this done
successfully.. KANA turned to WaveMaker to
significantly reduce the time required to
configure and customize typical customer
service solutions.
Their major challenge was to:
Reduce the cost to configure the UI for a
typical customer service solution by 75%,
from $100,000 to $25,000.
Make it possible to respond to changing
business situations in minutes or hours
rather than days or weeks.
Enable business managers and process
owners to customize the software
themselves without requiring expensive and
specialized technical experts.
Allow IT to step back from the software
customization process to focus on other
business innovation.
Reduce the Total Cost of Ownership
(TCO) of the product by greatly reducing
customization costs.
Ensure a stable, flexible, standards-based
dynamic platform for the software product.
The solution must be based on open
source code and open source
standards.
The interface must be easy to use
for business people and
non-programmers.
The solution must be able to
produce visually appealing, Web 2.0
applications
Integrating the browser based
WaveMaker studio into the KANA
product solved their critical problem by
making it possible to extensively
configure the KANA software
experience through its modeling tool.
Non-technical users were be able to
easily modify the software and quickly
deploy. The result was a tight
integration with WaveMaker fully baked
into the KANA product, reducing
customization Costs By 75% through
self-Service .
WaveMaker offered a perfect comple-
ment for KANA’s process tools as well.
IT provided front end UI development
and UI configuration tools. The
integration worked seamlessly. The
result was a tight integration with
WaveMaker fully baked into the KANA
product. The ISV’s clients could see