KANA is a CRM tool which wholly owned by Verint Systems. It delivers beyond the simple customer databases in the world of monitoring, analytics, and email management. KANA CRM goes beyond the usual customer relationship management tools to provide simple interface and databases with data recording capabilities. Some of the capabilities provided by KANA CRM include email automation, social media monitoring and voice of the customer (VOC) analysis to streamline business workflow. KANA CRM experience analytics is best suited for gauge sentiment, identifying topics and interpreting the meanings of text-based conversations. For instance, KANA CRM software uses Natural Language Processing (NLP) to handle acronyms and misspelling characteristics of comments online, to exploit opportunities where keywords “exact match” falls short, or reduce “false positives”. The software is mainly used to uncover intents behind online comments and turns the data volumes of chatter into insights. The issues and insights are then routed, queued and escalated for appropriate management action.