Skip to main content

Demo Library


Demo video icon

KANA Enterprise: Complete, Consistent, Contextual

Improve your customer service experience with these unique capabilities.

Demo video icon

KANA Enterprise Agent Experience

Experience KANA Enterprise from an Agent's perspective.

Demo video icon

KANA Enterprise Web Experience

Experience KANA Enterprise from a customer's perspective.

Demo video icon

KANA Enterprise Chat

See how to maximize the effectiveness of online Chat for your customers. Chat messages are classified, presenting agents with all of the appropriate tools, knowledge, and data to handle the particular message type. Chats can be transferred and monitored by supervisors to ensure optimal response.

Demo video icon

KANA Enterprise Web Self-Service

Enhance your customer’s online experience through KANA Enterprise Web Customer Service. Decrease abandonment and drive revenue through personalized, contextual knowledge. Answer your customer’s questions quickly and accurately through intelligent search and simple escalation options.

Demo video icon

KANA Enterprise Agile Personalization

In this demonstration, see how KANA Enterprise is able to personalize the online experience to the individual needs of a customer. By leveraging context, customers will be able to view personalized knowledge, alerts, search, and messaging. They will be able to communicate with you through personalized escalation options like secure messaging.

Demo video icon

KANA Enterprise Knowledge-Infused Process

Knowledge is critical to every component of the service experience. In this video, see how KANA Enterprise's ability to provide Knowledge-Infused Process benefits both customers and agents by providing contextually relevant knowledge when and where it is needed.

Demo video icon

KANA Enterprise Knowledge Management

In this video, see why KANA is the recognized leader in Knowledge Management. KANA Enterprise Knowledge Management maximizes agent effectiveness by providing access to knowledge through intelligent search and browse, contextual filters, and troubleshooting processes. Maximize handle time and agent efficiency though CRM Integration. Easily access knowledge from a variety of sources, and suggest changes as needed.

Demo video icon

KANA Enterprise Reporting & Analytics

See various examples of Reporting, Analytics, and Dashboards in the KANA Enterprise Platform. Administrators and supervisors can easily monitor all aspects of the system, from search and knowledge usage, authoring productivity, case creation, top processes, and chat efficiency.

Demo video icon

KANA Enterprise Social Listen & Respond

With the massive volume of conversations in social media, it is virtually impossible to manually weed out the important conversations. In this video, see how KANA Enterprise Social Listen and Respond solution allows you to find these important messages, and escalate them to agents. Agents will be able to intelligently respond to messages by leveraging knowledge, data, and process.

Demo video icon

KANA Enterprise Dynamic Case Management

KANA Enterprise Dynamic Case Management's capabilities allow your agents to process cases in the most efficient and accurate manner. Contextual knowledge dynamically presents information based on the case subject, and by launching an Experience Flow, agents are guided step by step through the optimal case process, moving backward and forward, changing processes as needed.

Demo video icon

KANA Express Overview

Senior Director of Product Marketing Scott Hays introduces KANA Express to deliver better, more personal customer service across all channels.

Demo video icon

KANA Express Agent Experience

Make every customer service agent your best agent. With KANA Express Agent Experience you can integrate all service channels into a single agent desktop, making it easy to navigate customer contacts received via phone, email, chat, letter and in person.

Demo video icon

KANA Express Web Experience

Offering customers a good web self service experience is critical to any organization's customer service strategy. KANA Express Web Experience allows customers to easily resolve their own queries whether they are shopping, looking for information or seeking assistance.

Demo video icon

KANA Express Live Chat

See how you can keep website visitors engaged, give them quicker responses to their questions and prevent them abandoning their transaction completely. This short video shows you how KANA Express Live Chat provides accessible and user-friendly service with a personal touch.

Demo video icon

LAGAN Mobile and Lagan Open311

See how LAGAN Mobile supports Public Sector Digital First / Channel Shift strategies through smartphone apps and open services (Open311) by enriching service requests with both geographic and photographic information, thereby supporting more efficient service delivery in both the front and back office.

Demo video icon

LAGAN Enterprise Agent Desktop — Part 1

See how LAGAN Enterprise can be used to manage and end to end service experience in the Public Sector. KANA Enterprise Agent Desktop improves handling time and streamlines the route to resolution by guiding the agent through an integrated process combining Process, Data, and Knowledge.

Demo video icon

LAGAN Enterprise Agent Desktop — Part 2

See how LAGAN Enterprise can be used to manage and end to end service experience in the Public Sector. KANA Enterprise Agent Desktop improves handling time and streamlines the route to resolution by guiding the agent through an integrated process combining Process, Data, and Knowledge.

Demo video icon

KANA Experience Analytics Dashboard

KANA Experience Analytics includes a unified and highly customizable dashboard across social media and direct channels. The dashboard provides dynamic interactive navigation of direct feedback and social media analytics including:

  • Category and sentiment metrics
  • Trend lines for estimating downward or upward slopes over time
  • Mouse-overs and drill down to accelerate root cause discovery
  • Adjustable date ranges and thresholds
  • Reports widget with access to favorite insight reports
  • User customizable
  • Continuous daily refresh
Demo video icon

KANA Experience Analytics Engagement Workflow

In addition to advanced analytical capabilities, users can quickly identify, annotate, flag, assign, email, and route individual comments with new workflow features. Additionally, the KANA Experience Analytics dashboard now contains a widget that will display prioritized tasks assigned from other users.

Demo video icon

Phrase-Based Categorization

Phrase-Based Categorization enhances automated categorization capabilities by tackling the task of reliably identifying multiple topics in individual comments, forum posts, emails, or other social media and direct-to-company feedback messages. This capability is especially effective for longer posts or responses, particularly social media sources, where the author may cover multiple subjects.

Demo video icon

KANA Experience Analytics Interactive Drilldown

The interactive drilldown give you the capability to see the biggest picture of your customer feedback and social media channels and quickly drill down to actionable insights. You can identify the what, where, who, and when about any aspect of what's being said about your company, products, competitors, services, etc. at the highest level to the most detailed level with just a few clicks.

Demo video icon

Emerging Topic Alerts

KANA Experience Analytics automatically identifies and reports emerging topics and distinct changes in the data. Each new topic is characterized by associated word clusters, charts showing velocity and relevance, and a sample of representative verbatim.

Demo video icon

Report Manager

On-demand report creation and distribution workflow gives business users flexible access to data captured by KANA Experience Analytics.

  • Create, save, share, and schedule reports
  • Simple and advanced filtering for deep analysis by source, category, sentiment, author, and other variables
  • Provides instant visibility into sentiment by theme, topic product, service, region, source, author, or any other tracked data
  • Enables dynamic navigation and drill down to verbatim comments mapped to sentiment
  • Print, export, schedule, and email
  • Unlimited users and reporting per implementation
Demo video icon

KANA Enterprise: Complete, Consistent, Contextual

Improve your customer service experience with these unique capabilities.

Demo video icon

KANA Enterprise Agent Experience

Experience KANA Enterprise from an Agent's perspective.

Demo video icon

KANA Enterprise Web Experience

Experience KANA Enterprise from a customer's perspective.

Demo video icon

KANA Enterprise Chat

See how to maximize the effectiveness of online Chat for your customers. Chat messages are classified, presenting agents with all of the appropriate tools, knowledge, and data to handle the particular message type. Chats can be transferred and monitored by supervisors to ensure optimal response.

Demo video icon

KANA Enterprise Web Self-Service

Enhance your customer’s online experience through KANA Enterprise Web Customer Service. Decrease abandonment and drive revenue through personalized, contextual knowledge. Answer your customer’s questions quickly and accurately through intelligent search and simple escalation options.

Demo video icon

KANA Enterprise Agile Personalization

In this demonstration, see how KANA Enterprise is able to personalize the online experience to the individual needs of a customer. By leveraging context, customers will be able to view personalized knowledge, alerts, search, and messaging. They will be able to communicate with you through personalized escalation options like secure messaging.

Demo video icon

KANA Enterprise Knowledge-Infused Process

Knowledge is critical to every component of the service experience. In this video, see how KANA Enterprise's ability to provide Knowledge-Infused Process benefits both customers and agents by providing contextually relevant knowledge when and where it is needed.

Demo video icon

KANA Enterprise Knowledge Management

In this video, see why KANA is the recognized leader in Knowledge Management. KANA Enterprise Knowledge Management maximizes agent effectiveness by providing access to knowledge through intelligent search and browse, contextual filters, and troubleshooting processes. Maximize handle time and agent efficiency though CRM Integration. Easily access knowledge from a variety of sources, and suggest changes as needed.

Demo video icon

KANA Enterprise Reporting & Analytics

See various examples of Reporting, Analytics, and Dashboards in the KANA Enterprise Platform. Administrators and supervisors can easily monitor all aspects of the system, from search and knowledge usage, authoring productivity, case creation, top processes, and chat efficiency.

Demo video icon

KANA Enterprise Social Listen & Respond

With the massive volume of conversations in social media, it is virtually impossible to manually weed out the important conversations. In this video, see how KANA Enterprise Social Listen and Respond solution allows you to find these important messages, and escalate them to agents. Agents will be able to intelligently respond to messages by leveraging knowledge, data, and process.

Demo video icon

KANA Enterprise Dynamic Case Management

KANA Enterprise Dynamic Case Management's capabilities allow your agents to process cases in the most efficient and accurate manner. Contextual knowledge dynamically presents information based on the case subject, and by launching an Experience Flow, agents are guided step by step through the optimal case process, moving backward and forward, changing processes as needed.

Demo video icon

KANA Express Overview

Senior Director of Product Marketing Scott Hays introduces KANA Express to deliver better, more personal customer service across all channels.

Demo video icon

KANA Express Agent Experience

Make every customer service agent your best agent. With KANA Express Agent Experience you can integrate all service channels into a single agent desktop, making it easy to navigate customer contacts received via phone, email, chat, letter and in person.

Demo video icon

KANA Express Web Experience

Offering customers a good web self service experience is critical to any organization's customer service strategy. KANA Express Web Experience allows customers to easily resolve their own queries whether they are shopping, looking for information or seeking assistance.

Demo video icon

KANA Express Live Chat

See how you can keep website visitors engaged, give them quicker responses to their questions and prevent them abandoning their transaction completely. This short video shows you how KANA Express Live Chat provides accessible and user-friendly service with a personal touch.

Demo video icon

LAGAN Mobile and Lagan Open311

See how LAGAN Mobile supports Public Sector Digital First / Channel Shift strategies through smartphone apps and open services (Open311) by enriching service requests with both geographic and photographic information, thereby supporting more efficient service delivery in both the front and back office.

Demo video icon

LAGAN Enterprise Agent Desktop — Part 1

See how LAGAN Enterprise can be used to manage and end to end service experience in the Public Sector. KANA Enterprise Agent Desktop improves handling time and streamlines the route to resolution by guiding the agent through an integrated process combining Process, Data, and Knowledge.

Demo video icon

LAGAN Enterprise Agent Desktop — Part 2

See how LAGAN Enterprise can be used to manage and end to end service experience in the Public Sector. KANA Enterprise Agent Desktop improves handling time and streamlines the route to resolution by guiding the agent through an integrated process combining Process, Data, and Knowledge.