Maximize Productivity without Sacrificing Quality.
Everything about the KANA Enterprise Agent Desktop was designed to maximize agent productivity while still delivering the quality of service customers demand.
The KANA Enterprise Agent Desktop provides a single place to work, integrating data from multiple applications into a single screen, eliminating the need to Alt+Tab. However, rather than just a mashup, data is intelligently presented over the course of a process, displaying just what the agent needs to see at any given moment.
Employee Collaboration is critical to a successful contact center. With Activity Streams, agents can easily interact with one another, learning and sharing information on topics of interest.
To maximize the agent’s ability to complete complex tasks, the KANA Enterprise Agent Desktop can work across multiple browser windows and multiple monitors, providing agents with the screen space to open multiple data items at once.
Dynamic Case Management
Agents can easily see the current status of a case, with visual cues around notes, linked cases, upcoming SLAs and more. Dynamic Case Management provides the structure required to complete complex tasks with the flexibility for ad-hoc actions.
Integrated Knowledge Management automatically displays content related to the issue at hand, saving the agent the time needed to leave the desktop and search the knowledge base.