KANA updates email response product

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Sunnyvale, Calif.—KANA Software updated its KANA Response email management solution used by customer service representatives, adding enhanced analysis of customer sentiment. KANA Response now integrates with KANA Experience Analytics, which uses text analysis of incoming email to determine trends, emerging topics and customer sentiment. Customer service agents can use this information to identify critical issues and better allocate resources, the company said. KANA Response can also now analyze text from Facebook, Twitter, customer forums and chat transcripts to give customer service reps added information about customer sentiment, KANA said.
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