Scalable to growth. Adaptable to change
Leveraging SOA and your existing technology
The KANA platform leverages your existing technology investments by integrating with your enterprise data, applications, and messaging systems. The platform is built on service-oriented architecture (SOA) standards and designed for effective customer experience management. 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 KANA Enterprise, 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 customer service managers can implement rapid change to the customer experience 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 better customer experience management
Don't write code. Use KANA Enterprise's Services for Messaging, Knowledge Management and Case Management. KANA Enterprise blends Knowledge Management into case management to create a new generation of knowledge-infused customer service solutions. KANA Enterprise also is Business Process Management 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.
The KANA Platform 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 realizes that it will always be necessary to integrate with other corporate solutions, therefore part of the power of KANA Agent Desktop comes from providing not only a cohesive and adaptable Customer 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 Agent Desktop. Or you can integrate with the Business Intelligence tool of your choice.
The incredibly context-rich, cross-channel session information that flows from the KANA platform provides significantly better grist for your BI mill. Much better, much more granular information about the service experience means your standard reporting & analytics tools will yield greater insight. More significantly, KANA uses that insight to drive real-time optimization.
Multiple delivery options
KANA Agent Desktop can be deployed on premise or in the cloud — whichever best meets your needs and budget requirements.