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The personalized, multichannel experiences your customers want draw on resources from across organizational boundaries. That’s why we’ve built our Customer Experience Management platform on service-oriented architecture, or SOA. SOA brings flexibility to business processes by enabling siloed organizational systems and applications to communicate, and data to inform those processes dynamically as contexts change. The KANA SOA platform can help you transform your complex network of systems into an agile, customer-centric business environment.
A SOA approach to IT infrastructure addresses the increasing requirements for improved business agility—the need to adapt business processes in step with frequent product launches, changing customer preferences and regulations—and the difficulty of achieving it in the complex IT environment of the enterprise. SOA departs from ad hoc point-to-point integrations that typically add layers of complexity to infrastructure and make it difficult to implement even simple changes. Instead SOA harnesses your existing systems and data silos and enables their interoperability.
The KANA SOA platform provides a foundation for designing and orchestrating business processes across communication channels and departments. Organizational systems—CRM, ERP, billing, analytics—and both internal and external data stores are leveraged to facilitate and inform the business processes that make up workflows and underpin customer experiences.
In fact, the KANA SOA platform enables new functionalities and cross-functionalities to be achieved without modifying source code. SOA helps you get more value from your applications faster. The loosely coupled services achievable in a SOA environment provide functionalities in the form of building blocks that can be reused in any number of contexts. You don’t need to customize KANA SOA applications, you can simply configure them—a much less laborious and invasive approach, which also means that platform and application upgrades can be undertaken much more easily. Not only does the KANA SOA platform simplify integration, it makes your infrastructure easier to manage.
In effect, the platform untethers business processes and, ultimately, the customer experience from the grips of underlying source code by providing you with business-level control.
With KANA SOA apps you’re looking at a commonality of interfaces, not at code. Not only can you point and click your way to designing and implementing business processes, but the processes themselves are far more transparent. It’s easy to see what’s working and what’s not, and adjust process—and ultimately the customer experience—accordingly