Why Service Experience Management (SEM)?

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

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

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

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