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Experience Analytics


Experience: Web Agent Social Mobile

More than buzz monitoring.

Social media is huge. And so is the number of online conversations on social networks. Fortunately KANA Experience Analytics, goes beyond merely monitoring brand mentions to actually uncovering the topics, meaning, trends and sentiment of customer conversations.

Continuous, real-time and deep textual analysis of the massive amounts of information from social media, as well as direct customer communication channels including online feedback, email, surveys, chat and other customer touchpoints, gives you the actionable insights needed to engage with customers faster, make smarter business decisions and design better customer experiences.

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Are you really listening?

Tune in to your customers

If you're not already tuned in and analyzing customer conversations about your brands, products and services in social media and your direct customer communication channels, you're probably ready to. There's no denying the new voice of the customer. However, simply monitoring social media and service channels such as phone, email, chat and online feedback isn't enough to leverage the benefits of intelligent listening—just as merely reacting to keyword alerts doesn't engage with your customers or provide support on the level they increasingly expect.

Using advanced text-analytics built specifically to handle natural language and "Internet speak," such as misspellings and acronyms, KANA Experience Analytics automates the nearly impossible task of really listening and understanding—all your customers, all the time. By uncovering the topics, meaning, and sentiment in customer conversations, KANA Experience Analytics accurately spots problems and trends, determines causality, and reports actionable insights from the massive amounts of customer communications and social media chatter.

To respond to your customers' needs, you have to know what they want. They are letting you know what that is online, through direct communication channels and in social media. Not only do you want to make sure you hear them, but you want to make sure they hear you—in one clear and consistent voice across all customer touchpoints. With KANA Experience Analytics they will.

Thumbs up or thumbs down?

Can't keep pace with the massive volumes and constantly morphing language of online communications and social media? Sorting through and reacting to keyword alerts rather than tapping into what your customers are openly sharing with you—and the rest of the world? Many companies are ready to listen, but don't know what to make of it all.

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Thumbs up or thumbs down?

A true understanding of your customers' voice.

Using keyword alerts as crisis and reputation management?

If you're simply monitoring chatter for negative fallout, you're missing out on everything social media and your direct customer communication channels have to offer: a wealth of unbiased opinion openly shared by your customers that would be costly to collect in any other way. It's time to leverage what customers are saying about you for better service experience management.

KANA Experience Analytics alerts you to problems and delivers the insights needed to create a more personalized service experience for every customer.

The new voice of the customer is loud but not clear.

It's difficult to keep up with the newest acronyms in customer communications and social media, comprehend the lingo of different demographics and predict misspellings. KANA Experience Analytics solves these difficulties using Natural Language Processing (NLP) technology. NLP recognizes that people speak in idioms, phrases and sentences—not keywords—and interprets meanings in the context of your specific business. KANA Experience Analytics discovers and matches customer intent by identifying statistically significant patterns within customer conversations. This unbiased analysis coupled with a limitless set of words and phrases provide true topics, trend, and sentiment analysis.

Customer sentiment doesn't translate into keywords

Tracking keywords often results in flagging vast numbers of comments, but the sentiment and topics expressed in them often remains unknown. Keywords used specifically for identifying sentiment can result in a number of "false positives," significantly diminishing the effectiveness of a customer listening program. And if a specific keyword isn't mentioned, relevant comments can go unrecognized. Really listening means understanding. KANA Experience Analytics gives you the complete picture of your customers' voice across every customer interaction channel.

Real-time social listening. Real engagement

The KANA Experience Analytics real-time listening engine collects, analyzes and structures data from social media and online feedback. Insights are immediately available in dashboards that display the emerging topics your customers are talking about, and enable you to respond directly to them as individuals.

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Better analytics. Better decisions.

Cross-channel feedback.

The advanced, text-processing capabilities of KANA Experience Analytics analyze enormous amounts of unstructured customer-generated data to deliver actionable insights from direct and social media channels. Experience Analytics easily scales to handle ever-larger volumes of input.

Real-time analytics. Intuitive dashboards.

Real-time analysis of customer commentary across channels delivers insights via intuitive dashboards and reports. Topics are categorized and prioritized and users can drill down into layers of detail quickly to access comments verbatim. Important commentary attributes, such as author, source, and demographics, are visible for any comment in any channel.

Cloud enabled, software as a service delivery.

KANA Experience Analytics can be delivered as-a-service, requiring no software or hardware installation. All the administration and reporting features, dashboards and data are available online through a standard web browser anytime, anywhere.

Go where the conversation is.

The most important conversations about your business may not be happening on your Facebook page. KANA Experience Analytics enables you to extract data from public web sites and data streams—review sites, communities, micro-blogs like Twitter, media sharing and more. Online chatter doesn't have to come from your own customers to provide valuable business insights.

Deeper insights. More meaningful service interchanges.

The insights you get from regular service channels such as phone, email, chat or online feedback and social media are only as good as the analytics behind them. That's why the world's leading brands rely on KANA Experience Analytics, to provide them with the actionable insights needed to give their customers good experiences.

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Deeper insights. More meaningful service interchanges.

Not just answers. Insights!

KANA Experience Analytics—a well-rounded view of your customer's voice

KANA Experience Analytics continuously collects and processes customer feedback across all channels relevant to your business—email, social media, SMS, surveys, chat, forums, etc. It surpasses simply monitoring the massive amounts of information, to actually uncovering customer sentiment and topics in conversations. Experience Analytics provides meaningful insights into what your customers need and prefer and how you best can accommodate those wants. With Experience Analytics, KANA gives you a truly rounded view of your customers and delivers on the real meaning of listening.

Advanced analytics square with human idiosyncrasies

Using advanced text-processing capabilities, KANA Experience Analytics analyzes the root cause of commentary—positive or negative—to turn feedback into actionable information. Natural Language Processing (NLP) technology goes beyond the logic of keyword monitoring to accommodate the way people actually speak and write. NLP handles acronyms, misspellings and idiomatic language to accurately pinpoint topics and identify emerging patterns and trends in the customer conversation.

But don't just take our word for it—find out how leading brands are already having success using our solutions.

Cross-channel convenience

Data and insights garnered across channels are disseminated throughout your customer service operations to your knowledge banks and CRM system. By integrating insights from online customer feedback and social media with your other data, the information is made even more powerful. KANA Experience Analytics detects the importance of queries and determines the best channel for response—whether that's a high-priority agent phone call or an automatic response from the system. Problems are easily remedied across channels and specific customer complaints can be responded to directly, in real time.

One platform. More leverage.

The KANA Enterprise 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.

Leveraging SOA and your existing technology

The KANA Enterprise platform leverages your existing technology investments by integrating with your enterprise data, applications and messaging systems. The platform is built on service-oriented architecture 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, 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 Services for messaging, knowledge management and case management. KANA Enterprise blends knowledge management into process and case management to create a new generation of knowledge-infused customer service solutions. KANA Enterprise also is a process-based platform that streamlines customer service processes across your organization, communication channels and enterprise applications to create a complete customer service ecosystem that enables your organization to adapt quickly to evolving business needs. The combination of process and case management capabilities significantly decreases handling time, reduces errors, and ensures better control and compliance. Messaging services provide gateways to customer conversation channels – ranging from phone, email, chat and Web forms to social channels.

Integration Hub

KANA Enterprise is able to orchestrate across all of your data, transactions and content because the Design-Orchestrate-Listen methodology is hitched to a powerful Integration Hub. KANA Enterprise understands that delivering technology components or parts of a solution isn't sufficient to meet the demands of today's customer service organizations. It will always be necessary to integrate with other corporate solutions. KANA Enterprise delivers on this important requirement by bringing you a solution that is not only cohesive and adaptable, but also provides refined access to your other enterprise systems. The result is a complete customer experience ecosystem that gives your service management team end-to-end control of the customer journey across channels.

Analytics your way

Your customer experience management team can use the immense power of reports, dashboards and analytics that come out-of-the-box with KANA Enterprise Experience Analytics. Or you can integrate with the Business Intelligence (BI) tool of your choice.

The incredibly context-rich, cross-channel (including social media, emails, text messages, voice-to-text comments, Web forms and surveys) information that flows from the KANA Enterprise Experience Analytics provides sources of potentially greater revenue streams. More granular information about the service experience means your standard reporting and analytics tools will yield greater insight. Use it to drive real-time optimization and refine your customer service management strategies.

Multiple delivery options

KANA Enterprise can be deployed on premises, as managed services or in the cloud — whichever best meets your needs and budget requirements.

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The Case for a Multichannel Analytics System

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Customer Experience Management for Airlines & Travel

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Customer Listening & Social Media Analytics for Hospitality

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Customer Listening Solution for Community Managers

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KANA Enterprise Experience Analytics

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Net Promoter Score Solution

Understanding the Sentiments behind the Scores Many companies have been successful in measuring Net Promoter Score (NPS™) program results as a periodic benchmark to drive unified action and to...
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Social Media Implementations

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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
 
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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.

 
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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.

 
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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.

 
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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.

 
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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
 
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