Scalable to growth. Adaptable to change.
Leveraging SOA and your existing technology
KANA Enterprise leverages your existing technology investments by integrating with your enterprise data, applications and messaging systems. The platform is built on service-oriented architecture standards and designed for effective customer experience management. 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 KANA Enterprise, 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 customer service managers can implement rapid change to the customer experience without putting additional strain on IT.
Adapts to users. Adapts to context.
Service experiences 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, it just can't stop smiling.
KANA Services: Building blocks of better customer experience management
Don't write code. Use KANA Enterprise Services for messaging, knowledge management and case management. KANA Enterprise blends knowledge management into process and case management to create a new generation of knowledge-infused customer service solutions. KANA Enterprise is also a process-based platform that streamlines customer service processes across your organization, communication channels and enterprise applications. It helps you create a complete customer service ecosystem that enables your organization to adapt quickly to evolving business needs. The combination of process and case management capabilities significantly decreases handling time, reduces errors, and ensures better control and compliance. Messaging services provide gateways to customer conversation channels – ranging from phone, email, chat and Web forms to social channels.
KANA Enterprise is able to orchestrate across all of your data, transactions and content because the Design-Orchestrate-Listen methodology is hitched to a powerful Integration Hub. KANA Enterprise understands that delivering technology components or parts of a solution isn't sufficient to meet the demands of today's customer service organizations. It will always be necessary to integrate with other corporate solutions. KANA Enterprise delivers on this important requirement by bringing you a solution that is not only cohesive and adaptable, but also provides refined access to your other enterprise systems. The result is a complete customer experience ecosystem that gives your service management team end-to-end control of the customer journey across channels.
Analytics your way
Your customer experience management team can use the immense power of reports, dashboards and analytics that come out-of-the-box with KANA Enterprise Experience Analytics. Or you can integrate with the Business Intelligence (BI) tool of your choice.
The incredibly context-rich, cross-channel (including social media, emails, text messages, voice-to-text comments, Web forms and surveys) information that flows from KANA Enterprise Experience Analytics provides sources of potentially greater revenue streams. More granular information about the service experience means your standard reporting and analytics tools will yield greater insight. Use it to drive real-time optimization and refine your customer service management strategies.
Multiple delivery options
KANA Enterprise can be deployed on premises, as managed services or in the cloud — whichever best meets your needs and budget requirements.