White Papers

Service Experience Management

Reaping the Benefits of SOA in Customer Service Organizations
In the past few years, service-oriented architecture (SOA) has emerged as a business-centric IT architectural approach that supports integrating a business through linked and repeatable business services. KANA and IBM have joined forces to harness the benefits of SOA in a solution that is specifically designed to meet the needs of customer service organizations. KANA 10 embeds the market-leading technology of IBM SOA Foundation into a transformational solution for rapidly developing and delivering service interactions which are perfect expressions of a company’s business goals for each customer touch point. This paper will provide you with insight into the value of SOA to your service organization and explains how IBM and KANA have built KANA 10 to help you successfully deliver a consistently outstanding, cost-efficient customer service experience

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