In October 2010, Venky Vijay Reddi, CEO; Shaloo Reddi, EVP; and Kristina Hermanns, Director, represented Virtuos at KANA Connect, the annual KANA Customer Summit in Coventry, UK.
Organized by KANA's EMEA organization, the summit brought together customers and partners from across EMEA and APAC, providing a platform to exchange ideas, understand KANA's evolving strategy and explore the future of digital Customer Service.
Coventry · UK · 2010
KANA Connect
Customer Engagement · Self-Service · Knowledge · Cross-Channel
01KANA Connect, Coventry
02The Next Generation
03The Virtuos Delegation
A Preview of the Next Generation
One of the highlights was KANA's preview of its next-generation Customer Engagement Platform.
The emerging capabilities included:
- Experience Flows
- Omni Web Self-Service
- Knowledge Management
- Contact Center Technologies
- Response Email Management
- Powerful Back-End Integrations
For Virtuos, these developments aligned closely with the direction its Customer Service practice was already taking—moving beyond conventional CRM toward more connected, multi-channel customer experiences.
The technology was changing.
Customer Service was becoming Customer Experience.
KANA's Next Chapter
The summit also provided insight into KANA's business strategy following its acquisition by Accel-KKR.
KANA had recently acquired Lagan Technologies, expanding its capabilities into Citizen Experience and government-to-citizen CRM.
With more than 1,000 customers, including major global organizations such as USPS, Citibank and 1-800-Flowers, KANA brought significant enterprise Customer Service experience to its partner ecosystem.
Virtuos had already developed capabilities across multiple KANA modules, including Knowledge Management, Web Self-Service, Contact Center and Response Email Management.
Strengthening the KANA–Virtuos Relationship
Beyond product presentations, KANA Connect created an opportunity for the Virtuos leadership team to engage directly with KANA's channel organization and discuss the business outlook for the region.
These conversations were important as Virtuos continued expanding its Customer Service practice and delivering solutions for customers including Standard Chartered Bank, Sutherland Global and PartyGaming.
The summit strengthened both the relationship and the shared understanding of where enterprise Customer Service was heading.
From the Archives
Coventry · October 2010
By this stage, Virtuos had progressed from being a young CRM company learning partner technologies to becoming an active participant in the international customer and partner ecosystems surrounding them.
KANA Connect was another step in that journey.
- Learn globally.
- Build expertise locally.
- Deliver for enterprise customers.
And perhaps most importantly, recognize early that the future of Customer Service would increasingly be digital, knowledge-driven, self-service and cross-channel.
