Why Service Experience Management (SEM)?

  

Overview

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

Orchestrate your service experience

KANA allows you to deliver the right balance of cost and quality. Each customer service interaction. Every time.

Click on the diagram to explore how SEM benefits your business at every point.

Service Manager

SEM gives you the tools you need to ensure that every customer journey unfolds according to your plan, and that every experience is a good one—for your customers and your budget.

  • Process: Design and deploy agent experiences and customer journeys in minutes
  • Enterprise data: Easily link back-end data to any service process
  • Feedback: Transform up-to-the-minute feedback into real-time change
  • Knowledge: Infuse knowledge into the case resolution process

Self-Service

Intelligent self-service infers customer intent—accurately. Customers are rewarded by quick results. Customer Service Managers are rewarded by decreased agent demand. Go to SEM Web Self-Service.

Agent

Agents access all the information and functionalities they need in a single, unified desktop that presents just those options relevant to the service interaction at hand. With workflows clearly defined, answers are easy to find, services straightforward to provide. Go to SEM Agent Desktop.

Experience Analytics

Don't just monitor social media—leverage it! Gain real insight into what your customers are saying through continuous, deep textual analysis of the massive volumes of data your customers generate in social media and service channels. Experience Analytics

Customer

Customers get fast, accurate answers regardless of the channel they contact you through. As a service interaction moves along, information automatically updates in the Adaptive Desktop. Customers are guided effortlessly to relevant options and toward resolution. It's a good experience every time.

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Balance your business goals with customer needs.

Make the connection with KANA Service Experience Management (SEM)

Customer needs are increasingly complex. But how you respond to them doesn’t have to be. From agent to technology to customer, KANA Service Experience Management (SEM) connects the dots to streamline workflows and give you complete control of the customer service experience.

Customers experience consistent and efficient service across all channels of communication. Agents access information through a dynamic interface that presents them with precisely those options that are relevant for a given service interaction. And service managers gain unique visibility of the entire process and the tools to design, implement and adapt the experience to fit the brand and the budget. Now that’s control.

Next: Pain Point

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Pain Point

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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Control the process. Improve the outcome.

Control the process. Improve the outcome.

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

Customer satisfaction looms large, but to business owners and service executives there's a lot more to the service equation. 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 KPI's. SEM monitors 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's innovative visual design and orchestration tools, IT and business are finally on the same page. Coupled with the scalability of the SEM platform, frequent change to business processes is completely within reach and completely without event.

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. The SEM platform integrates with the resources and technology you already have making the implementation of service interactions possible across all enterprise data and all service channels.

Danger: Every agent is an island

Your best agents face ad hoc service processes with myriad sticky-notes and frenzied alt-tabbing. But with all their efforts, sticky-note knowledge doesn't translate to other agents or benefit organizational process. KANA SEM puts everything agents need in a single, adaptive desktop that dynamically updates relevant information to them as a business process unfolds. Lessons learned are easily shared across agents and service channels.

Next: Key Capabilities

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Key Capabilities

Designed for good
experiences. Built
for continuous
improvement

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

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Designed for good experiences. Built for continuous improvement.

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.

Point-and-click your way to great service

In a single, easy-to-use interface, the Visual Experience Designer provides the tools needed to create service workflows, build screens and design business logic—in minutes. The Experience Orchestrator implements the experience across functionalities and back-end data, leading service reps and customers through the desired flow. And the KPI Optimizer monitors and fine-tunes the service experience to meet the objectives you set for cost, customer satisfaction, compliance and revenue.

Infuse your business process with knowledge

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.

Next: Unique Difference

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Unique Difference

The D-O-L difference

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

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Design-Orchestrate-Listen

Customer feedback. Business forward.

Design-Orchestrate-Listen

The unique methodology of the KANA SEM platform 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 service executives 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 needed. The desired business process is orchestrated across people, data and technology to let your ideal service experience unfold

Service managers 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 executives can design and deploy changes within minutes, not months. No huge IT effort or overhaul needed. That's money.

Next: Architecture

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Architecture

One platform.
More leverage

The SEM 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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One platform. Many good experiences.

Scalable to growth. Adaptable to change

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. More granular information about the service experience means your standard reporting and analytics tools will yield greater insight. And, more importantly, 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

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Priceline.com

Priceline has built a multi-billion dollar business by making online travel planning intuitive, affordable and fun. Their brand promise requires customer service technology every bit as dynamic and user-friendly as Priceline.com itself. Read about Priceline's strategy.

Xerox

Xerox delivers self-service support for hundreds of products to more than 10 million customers in seven languages worldwide. See how Xerox.com works.

Carphone Warehouse

Achieved a first-time resolution rate of 89%. Learn how Carphone Warehouse delivers accurate and consistent service across channels.

City of San Francisco

San Francisco handles millions of requests efficiently through every channel imaginable. Read how citizens benefit from the flexibility—the city budget from a fast ROI.

KANA SEM Knowledge Management

KANA's SEM KM is about delivering the right knowledge in the context of work. Most KM engines are all about the query: the handful of words a user chooses to type. But, in a customer service interaction, enterprises increasingly have enormous context for understanding the nature of and background for the customer's query. Read more

KANA SEM Adaptive Desktop

Service Experience Management (SEM) delivers the solution with the Adaptive Desktop. The Adaptive Desktop dynamically responds to the needs of your agents during each service interaction. Channel-agnostic and context-driven, the Adaptive Desktop provides access to all of the contextual knowledge, applications, and tools needed to resolve an inquiry. Read more

KANA SEM Integration

To eliminate the need for custom-coding to application-specific APIs, SEM leverages standard web services. SEM then adds an SCA wrapper around the web service in order to expose it to the design tools used by the business. Read more

KANA SEM Screen Designer

A key component of SEM, the Screen Designer works seamlessly with the Experience Flow™ Modeler to provide a highly adaptable and flexible solution for modeling service processes and generating the user interface required for each one. The SEM Screen Designer enables service organizations to adapt immediately to changing business requirements. Read more

KANA SEM Visual Experience Designer

The Visual Experience Designer offers business-level control for planning, designing, managing resources, and testing each business process. Business owners use web based graphical tools to define the service process, and when it needs to change they can quickly modify and republish the new version. Read more

KANA SEM Service Orchestrator

The unique power of KANA SEM Orchestration is that it assembles an infinitely varying set of inputs from the key components in the service process to produce an optimum experience for the active customer. Read more

The Experience Revolution — Optimizing Customer Service Experience through Mobile, Social and Knowledge-Infused Process

Customer service is undergoing a dramatic revolution; from a relatively simple proposition—the call center—into a complex, multi-channel, multi-experiential process. The advent of social and mobile communities coupled with rising customer expectations has created the impetus for new thinking; the emphasis is finally being put on the experience itself. Read more

The Customer Shouts Back

Due to accelerating technology, your customers' expectations have changed. They can get their TV, music, shopping, and friends all "on demand" 24/7/365. Read more.

Secrets of Customer Service Leaders – How They Differentiate by Daring to be Different

Today the secret to business success is good customer experience. Customer experience defines customer's perception of your company throughout the interaction life-cycle including pre-sales, purchase and then post-sales support. Read more.

One Size Doesn't Fit All! - How to Create Differentiated Customer Experiences

A one-size-fits-all strategy just isn't going to cut it anymore. Since service providers are challenged to provide tailored service at a reasonable cost, the next best alternative for them is to go for the least common denominator and hope that the "average customer" will be happy with the service. Read More.

What if Any Agent Could Handle Any Call?

Like all dedicated employees, agents just want to do their job well. But with rising complexity and disconnected technologies agents have to work with, it's a losing battle. Read more.

How Well Is Your IT Equipped to Deliver Agile Customer Service Experiences?

How do you ensure that what business demands, IT is able to deliver on time and on budget? How do you leverage your legacy systems investments to deliver a single, efficient customer service process? How do you leverage the latest technologies for cost savings and agility? The answer lies in a customer-focused service experience delivered by KANA SEM. Read more.

Flip The Funnel - How To Use Existing Customers To Gain New Ones

If your company is losing sales despite spending Millions of Dollars on Marketing activities, it may be because of an outdated focus on customer acquisition. Replacing lost customers with new ones is not only expensive, but extremely time consuming and wasteful. Joseph Jaffe is a thought leader on customer experience and retention. Read more.

Managing Unpredictability with Dynamic Case Management

If you think case management is all about capturing customer notes and efficient call wrap-ups, think again. In today's complex unpredictable world, you cannot predict the type of cases your knowledge worker will work on. These may range from trouble ticketing, customer returns, loan applications, chronic care management, fraud reporting, phone banking, etc. You cannot anticipate or 'code' your applications for all those possible scenarios. Read more.

Balance the Competing Demands of your Customers and your Business

Are you:

  • Walking the tight rope between competing demands of your customers and your business?
  • Juggling process compliance and customer satisfaction against ever increasing cost?
  • Lacking control over the service experience you are supposed to manage?
  • If you answered any of the above with "yes", this webinar is for you.

Read more.

Evidence Based Service: The Importance of Aligning Your Customer Service Offerings to Your Brand

Keeping your customer service experience aligned with your brand promise requires new ways of doing business. "Evidence Based Service" is a new customer service methodology that can help companies align their service experience with their brand's value proposition. To implement evidence based service takes agility, control and the ability to rapidly gain feedback and make changes to your customer service processes view the slides

Service Experience Management Architecture Overview

The KANA SEM platform represents a new way to approach the challenges in customer service. It streamlines service operations across organizations, communication channels, technology and data to create a complete customer service ecosystem that enables fast adaptation to evolving business needs and hence responsive service. Read more

Evidence-Based Service; Listening to Customers to Improve Customer-Service Processes

Every customer interaction, including sales and service, must reflect a company's brand. However, it is quite a challenge to measure the effect which customer service has on a company's brand. It is required that the customer service processes are aligned with the brand to ensure that the customers receive service which meets the expectations generated by the brand. Read more

7 Best Practices for Business Process Management in Customer Service

Effective customer service is not just about service experiences but about the business processes put in place to deliver them. If your processes are mired in a rigid infrastructure, you can't adapt the service experience at the pace of change required. Read more

Dynamic Case Management For Customer Service

There's no way to anticipate every turn a customer interaction may take. A customer may call in to pay a bill and then want to look in to upgrading a service plan or seek advice. Read more

Balance the Competing Demands of your Customers and your Business

While 80% of companies believe they are doing an outstanding job delivering good customer experiences, only 8% of their customers actually agree. According to Esteban Kolsky, this gaping disconnect reflects the lacking ability of service organizations to provide the simpler, faster, better service customers want—not their lack of trying. Read more

Will Your Customers Really Wait for You to Get Service Experience Right?

Good customer experiences—and bad ones—define your brand. If your customer service reps are alt-tabbing through dozens of screens—entering and re-entering customer information while customers wait on the phone—well, need we say more? Read more

How the Design-Orchestrate-Listen Methodology Delivers New Value to Both Customer Service & I.T. Managers

Customer expectations evolve—as do business needs and compliance regulations. To deliver effective service you need to adapt your service experience accordingly.Read more

Reaping the Benefits of SOA in Customer Service Organizations

In the past few years, service-oriented architecture (SOA) has emerged as a business-centric IT architectural approach that supports integrating a business through linked and repeatable business services. KANA and IBM have joined forces to harness the benefits of SOA in a solution that is specifically designed to meet the needs of customer service organizations. Read more

Evidence-Based Service: Building Brand Through Every Customer Touchpoint

In today's world, every customer touchpoint, including customer service, must enforce a company's brand. However, companies have found it difficult to measure the effect of customer service on brand. Read more

Seeking a Fix to Customer Service Issues? Don't Look in the Attic

By Charlie Issacs. In cleaning out my attic the other day, I got to thinking about customer data integration in the era of the service oriented architecture (SOA). The reason I began thinking of customer data integration is not just because I am in the customer service industry, but because the attic is a great metaphor for the traditional approach to managing customer data. Read more

KANA and IBM Online Customer Service Study Summary – US Financial Services Sector

KANA and IBM joined forces in 2007 to survey the customer service experience of 72 US financial institutions. This was conducted as a "mystery shopper" exercise where researchers attempted to find answers to common questions relevant to each organization's line of business through online self-service and email. Read more

KANA Online Customer Service Study - US Financial Service Sector

KANA and IBM joined forces in 2007 to survey 72 US financial institutions for their customer service experience. This white paper describes the detailed findings of our "mystery shopper" exercise of these financial institutions' email and web self service offering and recommends simple actions to improve the customer service experience. Read more

Introduction to the Design tools in KANA SEM.

This introductory walkthrough shows you all the possibilities and benefits of the KANA SEM designers that allow you to build Experience Flows™, forms, scripts, searches and screen designs.

Visual Experience Designer

The Visual Experience Designer puts business in control of the user interface. Design workflows for agents and experiences for customers. Point-and-click your way to add functionalities and create new experiences in minutes.

Forms & Scripts Designer

The Forms & Scripts Designer is built for business. It's WYSIWYG and lets you integrate data from anywhere in your ecosystem—order management, billing, inventory, CRM system—with ease. This demo describes the purpose of forms and business objects and shows how they can be further used as script and decision tree objects.

Search and Find Designer

This segment provides an overview of how to build search and find functionalities in KANA SEM.

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Measure the Effectiveness of Social Media Monitoring

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Can you deliver a Best-in-Class Customer Experience Across all your Channels

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