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SUNNYVALE, CA -- (Marketwire) -- 08/23/12 -- KANA Software, Inc., a global leader in customer service solutions delivered on-premise or in the cloud and used by more than 900 organizations worldwide, including half of the Global 100 and 250 government entities, today announced its KANA Enterprise Agent Desktop solution (formerly known as SEM Desktop Agent) has been named to the prestigious KMWorld Trend-Setting Product of 2012 list. The list of highlighted products and corresponding editorial coverage will appear in KMWorld's September 2012 issue and online Sept. 1.

KANA Enterprise Agent Desktop supports accuracy and consistency across customer service agents and channels to boost first-time resolution rates. KANA Agent Desktop unifies the agent experience across disparate applications and presents all and only the information needed to complete specific tasks, dramatically reducing the amount of time agents spend completing tasks or searching for answers.

KMWorld Trend-Setting Product awards began in 2003. This year, more than 700 products were assessed by the judging panel, which consists of editorial colleagues, analysts, system integrators, vendors themselves, line-of-business managers and users. All products selected demonstrate clearly identifiable technology breakthroughs that serve the vendors' full spectrum of constituencies, especially their customers.

A publishing unit of Information Today, Inc., KMWorld (www.kmworld.com) is the leading information provider serving the Knowledge Management systems market and covers the latest in Content, Document and Knowledge Management, informing more than 45,000 subscribers about the components and processes -- and subsequent success stories -- that together offer solutions for improving business performance.

"At KANA, we're obsessed with customer experience," said James Norwood, chief marketing officer of KANA, "so it gives us great pride to see our efforts as a leading solution provider in this space recognized by awards programs such as the KMWorld Trend-Setting Product's listing. KANA Agent Desktop, part of the KANA Enterprise family, streamlines service operations across organizations, communication channels, technology and data to create a complete customer service ecosystem that enables nimble adaptation to evolving business needs, and enables organizations to deliver the right balance of cost and quality for each customer service interaction."

"Each company whose product is listed in the KMWorld Trend-Setting Product of 2012 list helped to define and enhance and define a market critically important to our readership by listening to and working with customers," said Hugh McKellar, editor-in-chief for KMWorld. "They all represent a commitment to both innovation and their customers."

About KANA Software
KANA makes every customer experience a good experience. A global leader in customer service solutions delivered on-premise or in the cloud, KANA lets organizations take complete control over customer service interactions, so they can take care of customers, while managing costs and reinforcing brand. By unifying and maintaining context for customer journeys across agent, web, social and mobile experiences, KANA solutions have reduced handling time, increased resolution rates and improved net promoter score (NPS) at more than 900 enterprises, including half of the Global 100 and more than 250 government agencies. KANA is based in Silicon Valley, California and has offices worldwide.

Follow KANA on Twitter: http://twitter.com/KANAsoftware

KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.