SEM Agent Desktop

Without control of agent workflows, you're not in control of the service your customers are getting. Time is lost and so are your customers while agents alt-tab their way through disconnected applications, copy and paste across systems, and search siloed information. Lessons learned remain with your best agents, rather than contributing to the business process.

The SEM Agent Desktop gives customer service managers and agents the control needed to provide accurate answers and consistently good experiences. Agents access information and functionalities, including external systems, in the unified desktop, and knowledge from the field can be added right into the system. Call flows are easy to design and deploy, plus you're alerted when problems arise.

Next: Key Capabilities

Ease of use

When your agent's next moves are clear, service is fast and professional. The Adaptive Desktop puts all the relevant options and information in a single unified desktop—gone are time-consuming searches and ad hoc processes. With the answers right in front of them, agent productivity goes up, and training costs go down.

Universal customer history

The SEM Agent Desktop provides a unified view of customer histories across communication channels. Individual activities and preferences come across clearly so that agents can pinpoint problems and offer the best possible response.

Cross-channel opportunities

Make the most out of every conversation. Whether customers call in or contact you through chat, IM or email, agents have a clear view of customer actions and can respond consistently—guiding customers to the right place every time.

Context-driven scripting

Context drives relevance to bring accurate information and the right options forward—rather than displaying every related option for agents to weed through. A precise scripting language ensures that service reps follow consistent processes and company policy at every twist and turn.

Call flow designer

Use robust call-flow templates or design your own. Logical, practical flows put agents in charge of the service they're providing. The result is friendly and professional service, business achieved, and satisfied customers. When business or customer needs change, simply add new directions to the call flow.

Next: Unique Difference

The SEM Agent Desktop streamlines the agent work process in a single, unified desktop. Rather than burden agents with all sorts of options, the desktop presents the exact information that applies to the task at hand. And relevant options continuously update as events unfold. With the right information at their fingertips, agents solve problems faster, often on first contact.

But just because the SEM Agent Desktop enables consistency, that doesn't mean all customers get the same answer to the same question. Workflows are easy to configure so agents can distinguish clearly between any number of preferred customer groups and special situations.

Next: Architecture

Leveraging SOA and your existing technology

The SEM platform leverages your existing technology investments by integrating with your enterprise data, applications, and messaging systems. The platform is designed and built on service-oriented architecture (SOA) standards. That means costly point-to-point integration and application upgrades are simplified, unburdening IT in the process.

IT and business—finally on the same page

The Design-Orchestrate-Listen methodology, the cornerstone of SEM, enables interfaces to be created visually and/or automatically. Any enterprise system can be tapped into—typically without requiring re-write or replacement. That means business can respond rapidly to change without putting additional strain on IT.

Adapts to users. Adapts to context.

Service experiences, delivered through the adaptive desktop, are consistent across communication channels—phone, email, chat and social communities—even when your customer base doubles in size or product development takes an unexpected turn. Business is happy. Customers are happy. And IT, well, they just can't stop smiling.

KANA Services: Building blocks of a customer service solution

Don't write code. Use KANA's Services for Messaging, Knowledge Management and Case Management. SEM blends Knowledge Management into case management to create a new generation of knowledge-infused customer service solutions. SEM also is BPM for the customer service process: the first true example of the power of standards-based BPM principles being applied to a process-specific SOA platform. Messaging services provide gateways to customer conversation channels – ranging from phone, email, chat and web forms to social channels.

Integration HUB

SEM is able to Orchestrate across all of your data, transactions and content because the DOL methodology is hitched to a powerful Integration Hub. KANA understands that delivering technology components or parts of a solution isn't sufficient to meet the demands of today's customer service organisations. KANA also realises that it will always be necessary to integrate with other corporate solutions, therefore part of the power of KANA SEM comes from providing not only a cohesive and adaptable Service Experience Management solution but one which also provides refined access to your other enterprise systems.

Analytics your way

You can use the immense power of reports, dashboards and analytics that come out-of-the-box with KANA SEM. Or you can integrate with the Business Intelligence tool of your choice.

The incredibly context-rich, cross-channel session information that flows from the SEM platform provides significantly better grist for your BI mill. Much better, much more granular information about the service experience means your standard reporting & analytics tools will yield greater insight. More significantly, SEM uses that insight to drive real-time optimization.

Multiple delivery options

SEM can be deployed on premise or in the cloud—whichever best meets your needs and budget requirements.

Next: Overview