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Case Management


Experience: Web Agent Social Mobile

Complex cases? Simple handling.

The customer cases that make it past your automated processes and self-service channels to reach your agents are the complex and unpredictable ones. To handle them, agents need increasingly specialized knowledge — about which step is next and what information is relevant when a case takes an unscripted turn. Traditional agent tools can’t handle the increasing complexity efficiently. KANA Enterprise Case Management can.

Manage unpredictability with KANA Enterprise Case Management

The increasing unpredictability of customer service inquiries, and the need to draw on a diverse set of resources in order to resolve them, leaves agents unprepared to resolve many situations effectively. In practice, agents have to copy and paste information across applications, resort to handling situations offline and rely on complex instructions and notes to do their jobs. Not only are these procedures inefficient—leading to increased call times and customer wait times—they open the door to inaccuracy and error.

KANA Enterprise was ranked a Leader in Forrester's Dynamic Case Management Wave, published March 28th, 2014.

KANA Enterprise Case Management solves the difficulties of complex cases by guiding agents through service processes. The information and options relevant to the context of the interaction update dynamically in the user interface, enabling agents to progress customer requests quickly and accurately toward resolution.

KANA Enterprise Case Management

KANA Enterprise Case Management allows agents to manage structured and unstructured customer service processes in a more transparent and auditable way. It enables agents to access knowledge and case-relevant resources without exiting from the case they are handling. It does not require all knowledge to be coded in during the design phase. To manage unpredictability and ensure efficient case handling, KANA Enterprise Case Management provides:

  • Adaptive Processes
    • Agents can change or switch processes as required by customer interaction. Customers are no longer forced through a pre-determined process but can instead be serviced intuitively. Customer conversations don’t follow predetermined sequences and neither should the service process—one-directional processes hinder customer experiences from progressing naturally and comfortably. With KANA Enterprise, agents can transition between cases and processes or add new ad-hoc cases as the conversation with the customer progresses.
  • Adaptive User Interface
    • The UI morphs as the context of the conversation progresses. There is no longer a need for the dozens of on-screen tabs since the agent is only presented with the information and options relevant for the work at hand. This reduces desktop clutter and with it impediments to smooth service.
  • Adaptive Knowledge
    • The knowledge needed to resolve customer problems is presented to the agent in context of the request itself. Agents no longer have to exit their desktop to search for information or flip through manuals. Service is faster and more accurate, and the agent experience far more satisfying.

Be confident in the face of unpredictability

KANA Enterprise Case Management combines the efficient management of the end-to-end life cycle of customer cases with the flexible support for unstructured, dynamic and ad-hoc customer requests during the life cycle of the cases. Cases are orchestrated by the process engine and managed according to defined service-level agreements (SLAs) that are related to the whole case or to the different states of the case.

KANA Enterprise Case Management enables agents to take each call with confidence and ensure best-in-class customer service experiences. Rather than focusing on training costs, empowered service managers can now focus on customer satisfaction.