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KANA Enterprise


End-to-end control. Customer-to-brand satisfaction.

KANA Enterprise addresses the complex customer service environment facing large commercial enterprises. It provides a platform for integrating disparate systems and supporting continuous business processes for both customers and agents across all channels. KANA Enterprise also offers exceptional applications for specific needs such as Knowledge Management, Case Management, Web Self-Service, Chat, Mobile and Social Media Monitoring.

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End-to-end control. Customer-to-brand satisfaction.

Balance your business goals with customer needs.

Make the connection with KANA Enterprise

Customer needs are increasingly complex. But how you respond to them doesn’t have to be. From agent to technology to customer, KANA Enterprise connects the dots to streamline processes and give you complete control of the customer service experience.

KANA Enterprise empowers your organization with its omni-channel capability, which provides your customers with consistent experiences across the different channels (Web, mobile, social and contact center), as well as the ability to move seamlessly between channels during the same visit or on subsequent visits. It also ensures that a full history of all transactions to date is always visible.

KANA Enterprise is context-aware, and leverages knowledge management to present information to your agent and your customer when they need it in the context of the interaction, which enables your organization to consistently deliver rich, personalized and relevant customer experiences across all channels – resulting in increased customer satisfaction and advocacy. Its knowledge-infused processes seamlessly blend knowledge into your business processes and interactions, proactively delivering the right knowledge at the right time quickly and consistently.

Trouble finding your balance?

Your brand might leave a mint on each pillow, or be as basic as clean sheets. And you need to consider quality, cost and return to determine the right service experience for your company. But without complete control of your metrics, that goal is hard to reach.

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Trouble finding your balance?

Control the process. Improve the outcome.

Problem: You can’t measure what you're serving

Customer satisfaction looms large in the customer experience equation. But, to business owners and service executives, there's a lot more to service experience management. By providing you with complete control of every step in the service process, you define what great service really means in terms of balancing all your KPIs. KANA Enterprise helps you monitor the objectives you set for cost, satisfaction, revenue and compliance, and then enables you to fine-tune them to business developments.

Change is hard to come by

When customer needs change, business has to adapt and IT has to deliver. How a business need is best translated into IT capabilities is often complex—just as the validating, verifying and testing involved is time-consuming. Thanks to KANA Enterprise Customer Experience Designer tools, IT and business are finally on the same page. Coupled with the scalability of the KANA Enterprise Platform, frequent change to business processes is completely within reach and completely without event. Continuous adjustment of the customer experience is possible, making customer service management that much more effective.

Rip-and-replace solutions raise more issues than they solve

Disconnected applications and siloed data build up over time, leading to a rigid infrastructure that's costly to update—but also costly to abandon. KANA Enterprise integrates with the resources and technology you already have, making the implementation of service interactions possible across all enterprise data and all service channels. This enables customer visibility across channels, a seamless multichannel customer experience and improved analytics for better service experience management.

Danger: Every agent is an island

Your best agents face ad hoc service processes with myriad sticky-notes and frenzied alt-tabbing. Well intentioned and often necessary to get the job done, the sticky-note approach is a stumbling block to managing the customer experience effectively, and knowledge doesn't translate to other agents or benefit organizational processes. Instead of your agents searching multiple data and information resources, KANA Enterprise puts everything agents need in a single desktop that dynamically updates relevant information to them as a business process unfolds. Lessons learned are easily shared across agents and service channels.

Designed for good experiences. Built for continuous improvement

Design and deploy straightforward service processes and personalized service experiences. Listen to feedback and respond to change in minutes—in tune with business developments and your budget.

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Complete control. Total flexibility.

Adaptive desktop for rapid resolution

As a service interaction unfolds, information updates in the desktop. Users are provided with just those options needed to reach resolution or other relevant products and services. Agents don't have to alt-tab between tools, and customers don't have to guess at yet another search term to move the service process toward resolution. Performance metrics continually measure processes, providing the transparency needed to optimize and manage the customer experience effectively.

Empower your organisation with omni-channel capability

KANA Enterprise empowers your organization with its omni-channel capability, which provides your customers with consistent experiences across the different channels (Web, mobile, social and contact center), as well as the ability to move between channels in a seamless way. It also ensures that a full history of all transactions to date is always visible.

Infuse your business process with knowledge

The KANA Enterprise knowledge-infused processes inform the service process in a whole new way. Through deep coupling of knowledge bases to transactional functions, business process is responsive to the context of the service interaction. Words searched on, customer actions and user profiles prompt on-point information and actionable knowledge that guide users through a rounded and productive experience.

Improve the agility of your customer service processes

The KANA Enterprise platform provides a process-based solution that streamlines customer service processes across your organization, communication channels and enterprise applications to 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 improves the agility of your customer services processes, decreases handling time, reduces errors, and ensures better control and compliance.

Point-and-click your way to great service

In a single, easy-to-use interface, KANA Enterprise Customer Experience Designer provides the tools needed to create service processes and cases, build screens and design business logic—in minutes. Managing the customer experience has never been more straightforward and intuitive.

Customer feedback. Business forward.

For growing companies and evolving consumers, best practices aren't best forever. Process improvement is key. Fortunately, it's also a key innovation of KANA Enterprise.

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Design-Orchestrate-Listen

Customer feedback. Business forward.

Design-Orchestrate-Listen

The unique methodology of the KANA Enterprise enables you to design, implement and fine-tune the service experience across all service channels. We call it Design-Orchestrate-Listen. Clients call it a competitive advantage.

Drag-and-drop functionalities allow customer service managers to design a context-driven user interface from a repository of components, such as agent and system steps, scripts and user interfaces, and industry-specific features. No coding is needed. The desired business process is orchestrated across people, data and technology to let your ideal service experience unfold.

Customer service managers and the customer experience management team can monitor service processes and key performance indicators in real time, triage delicate situations while they unfold, and adapt the service experience in step with customer response and product evolution. What's more, customer service managers can design and deploy changes within minutes, not months. No huge IT effort or overhaul is needed. That's money.

One platform. More leverage.

The KANA Enterprise platform is designed to fit into your existing architectural framework and application ecosystem to deliver business flexibility, cross-channel consistency and good experiences in customer service.

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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.

Integration Hub

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.

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Web Experience

Whether customers are shopping, looking for information or for assistance, Web Experience makes online service targeted and efficient—a good experience from any device. Increase adoption of your online services and lower your service costs.

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Agent Experience

KANA Agent Experience is designed to make every agent your best. Contact center agents navigate all resources in a unified desktop with a 360-degree view of the customer across channels. Guided contextually to information and answers, agents are more productive and the customer journey stays right on target.

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Social Experience

KANA Social Experience makes social media an integrated and strategic part of the customer experience you deliver. Listen to what customers are saying across social networks. Analyze the chatter and engage effectively. Make the benefits of social go both ways.

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Mobile Experience

Extend your self-service service capabilities to mobile. From fast answers out of the knowledge base to easy apps for communicating service issues, KANA Mobile Experience optimizes the service experience for customers on the go.

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KANA Enterprise platform

Platform

KANA Enterprise provides a holistic approach to customer service. It delivers a unique blend of knowledge, process, data and channels, each with deep capabilities and all seamlessly joined. It empowers your organization with its omni-channel capability, which provides your customers with consistent experiences across the different channels (Web, mobile, social and contact center), as well as the ability to move between channels in a seamless way during the same visit or on subsequent visits. It also ensures that a full history of all transactions to date is always visible.

Learn more


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