New Stream of Features Enable Companies to Service a Client Instantly through Mobile and Social Media Channels


Info-Tech Research Group finds KANA and Moxie Software Champions of the Customer Service Knowledge Management market noting convergence of self and assisted service for smartphones as the next big market trend.

London, ON 12 March, 2012 – Info-Tech Research Group’s recently released Customer Service Knowledge Management (CSKM) Vendor Landscape report names KANA and Moxie Software as market Champions.   These innovative vendors are pushing the CSKM market forward with converged mobile access to service information.  This exciting technology allows end users to connect with a company from anywhere and at a touch of a button.

 “Our research indicates that 85% of organizations are not enabling customer self-service knowledge access to mobile points of interaction, despite customers frequently being mobile when they need help and carrying a small computer in the form of a smartphone,” said Tim Hickernell, Lead Research Analyst at Info-Tech Research Group.  “Companies need to look at mobile as not just another service channel, but a context and mindset that the customer is increasingly in when service is required. Customer service knowledge technologies must be able to satisfy this new customer service pattern,” he added.

KANA was one of the first vendors to enter the CSKM space and define the market.  They remain a leader and are listed as a Champion in the CSKM Vendor Landscape report. Providing organizations with extensive personalization, service resolution, authorship and editorial capabilities, KANA is singled out as the “most well-rounded platform” in the evaluation.

Moxie Software is the leader in social channel integration, according to the report.   Their solution provides best-of-breed mobile support with a number of dedicated mobile applications. Moxie Software is ideal for organizations making a strong play to dominate social and mobile channels for service knowledgebase access and is listed a Champion in the report.

eGain provides the best knowlegebase solution according to the report. Being a well-established market leader in providing knowledgebase and customer service solutions, eGain also excels at search capabilities and has robust workflow resolution capabilities. They are listed as an Emerging Player in the CSKM market and are poised to become a Champion.

For the full list of Info-Tech Research Group’s recommendations for selecting a Consolidated Storage vendor, visit: http://www.infotech.com/research/ss/vendor-landscape-plus-customer-service-knowledge-management-tools

Info-Tech Research Group Vendor Landscape reports recognize outstanding vendors in the technology marketplace.  Assessing vendors by the strength of their offering and their strategy for the enterprise, Info-Tech Research Group Vendor Landscapes pay tribute to the contribution of exceptional vendors in a particular category.

About Info-Tech Research Group

With a paid membership of over 25,000 members worldwide, Info-Tech Research Group (www.infotech.com) is the global leader in providing tactical, practical Information Technology research and analysis. Info-Tech Research Group has a fourteen-year history of delivering quality research and is North America's fastest growing full-service IT analyst firm.

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