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Agent Desktop


Experience: Web Agent Social Mobile

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.

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Maximize Productivity without Sacrificing Quality

Unified Desktop

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.

Activity Streams

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.

Multi-Monitor

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.

Contextual Knowledge

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.

Guide your agents every step of the way.

Put your agents on the path to success by giving them a clear view of their next steps, whatever direction a customer takes. Agent Desktop enables accuracy and consistency across agents and service channels and can up your first-time resolution rate to 95%.

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Guide your agents every step of the way

Make your agents your biggest asset

Like all dedicated employees, agents just want to do their job well. But with rising customer expectations and the disconnected technologies agents have to work with, it's a losing battle. It's also why no one blames them for their notoriously high attrition rates.

KANA's Agent Desktop allows agents to actually focus on customers. Instead of alt-tabbing through multiple applications, agents access the information and functionalities they need in a single, unified desktop. And rather than have agents weed through every conceivable option, the desktop presents just those options that are relevant. With workflows clearly defined, answers are easy to find, services straightforward to provide.

And because Agent Desktop unifies information across service channels, customers get the same helpful response whether they contact you by chat, phone or email.

Designed for good experiences. Built for continuous improvement.

Design and deploy straightforward agent workflows and efficient, personalized service experiences. Listen to feedback and respond to change in minutes—in tune with business developments and your budget.

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The fast track from problem to resolution

Ease of use

When your agent's next moves are clear, service is fast and professional. The Adaptive Desktop puts all the relevant options and information in a single unified desktop—gone are time-consuming searches and ad hoc processes. With the answers right in front of them, agent productivity goes up, and training costs go down.

Universal customer history

The Agent Desktop provides a unified view of customer histories across communication channels. Individual activities and preferences come across clearly so that agents can pinpoint problems and offer the best possible response.

Cross-channel opportunities

Make the most out of every conversation. Whether customers call in or contact you through chat, IM or email, agents have a clear view of customer actions and can respond consistently—guiding customers to the right place every time.

Context-driven scripting

Context drives relevance to bring accurate information and the right options forward—rather than displaying every related option for agents to weed through. A precise scripting language ensures that service reps follow consistent processes and company policy at every twist and turn.

Call flow designer

Use robust call-flow templates or design your own. Logical, practical flows put agents in charge of the service they're providing. The result is friendly and professional service, business achieved, and satisfied customers. When business or customer needs change, simply add new directions to the call flow.

 

 

Finally, a seamless agent-to-customer experience.

Interactive workflows direct agents to fast, accurate answers. As handling time goes down, customer satisfaction goes up.

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Guide your agents every step of the way

The desktop adapts so your agents don't have to.

The Agent Desktop streamlines the agent work process in a single, unified desktop. Rather than burden agents with all sorts of options, the desktop presents the exact information that applies to the task at hand. And relevant options continuously update as events unfold. With the right information at their fingertips, agents solve problems faster, often on first contact.

But just because the Agent Desktop enables consistency, that doesn't mean all customers get the same answer to the same question. Workflows are easy to configure so agents can distinguish clearly between any number of preferred customer groups and special situations.

One platform. More leverage.

The KANA platform is designed to fit into your existing architectural framework and application ecosystem to deliver business flexibility, cross-channel consistency, and good experiences in customer service.

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Scalable to growth. Adaptable to change

The Agent Desktop streamlines the agent work process in a single, unified desktop. Rather than burden agents with all sorts of options, the desktop presents the exact information that applies to the task at hand. And relevant options continuously update as events unfold. With the right information at their fingertips, agents solve problems faster, often on first contact.

But just because the Agent Desktop enables consistency, that doesn't mean all customers get the same answer to the same question. Workflows are easy to configure so agents can distinguish clearly between any number of preferred customer groups and special situations.

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