Knowledge Management

Problem: Agents give up on the knowledge base

When the knowledge base isn't integrated with your agent desktop, too much time is spent on dead-end search. Agents have to translate the context of the customer conversation into 3-4 keywords and then search the knowledge base. It doesn't take many failed attempts at retrieving answers before an agent starts looking elsewhere to solve problems—a sure route to inconsistent service.

KANA Knowledge Management software integrates your existing knowledge bases with your contact center desktop, automatically feeding the context of the conversation into search. And answers are fed back to agents naturally, as part of their work process, guiding them to consistent, accurate answers and fast resolution.

Problem: Your knowledge base isn't complete

Increasingly, many of the demands put on agents require information that isn't part of a traditional knowledge base—like transactional information from customer information repositories such as orders, billing, reservations and inventory. And many businesses have the relevant data, but aren't making use of it. Fortunately, KANA’s Knowledge Management software provides a good solution. It extends the reach of the knowledge base to all enterprise data, including external systems, and makes it available across your agents and communication channels.

Next: Key Capabilities

Far-reaching knowledge base

With KANA Enterprise Knowledge Management systems your knowledge base spans all your data repositories providing agents with vastly better resources for handling any kind of service interaction. A unified knowledge base improves accuracy and ensures consistency across agents and communication channels.

Context-driven search for better answers fast

Context-driven search draws on a wealth of contextual information—customer value, inquiry type, previous purchases and more—to infer customer intent and deliver the right answer, right away. With KANA Enterprise Knowledge Management software, agents are guided through the service interaction toward the best possible resolution in the shortest amount of time.

Design the agent experience in real time

Customer service managers use drag-and-drop design tools to quickly categorize content for the knowledge base and its user-defined areas. KANA’s software for knowledge management enables service managers to streamline the agent workflow and easily configure it to meet the needs of different customer segments—without any coding!

Capture front-line intelligence

Make the most of your agents' expertise. KANA Enterprise Knowledge Management software enables you to capture and re-use knowledge from front-line experiences with real-time authoring tools that allow authorized agents to contribute solution content as they resolve inquiries.

One source. Many views.

Create a flexible and secure knowledge base by enabling administrators to specify entitlements at the granular level. With KANA’s software for knowledge management entitlements can be applied at form level, template level or even field level. User interfaces can also be tagged for access by certain types of users or roles.

Next: Unique Difference

The Knowledge Base that keeps on growing

To provide efficient service, answers need to be easy to find, but they also need to be informative and actionable. And that's what our Knowledge Management software system delivers—the right answers, right to agents—right from the knowledge base. The universal knowledge base goes far beyond the traditional knowledge base to span all enterprise data, including a wealth of transactional data, knowledge about customers and previous purchases. It's a far stronger resource for agents and what makes context-driven search possible.

The right knowledge management software transforms static help pages and FAQs into a dynamic resource that speeds up time-to-resolution. All the information is in the knowledge base, but all the answers are at your agents' fingertips.

And it doesn't stop there. Real-time authoring tools enable authorized agents to contribute solution content as they resolve inquiries, continuously building it out and making it better. With KANA Enterprise Knowledge Management software customer service managers can point-and-click their way to create an unlimited number of virtual knowledge bases, tailored to support the needs and requirements of a particular business process.

Next: Architecture

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 (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 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 BPM 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.

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 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 delivers on this important requirement by bringing you a customer experience management solution that not only is cohesive and adaptable but that 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. 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 Enterprise platform provides significantly better grist for your BI mill. 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 premise or in the cloud—whichever best meets your needs and budget requirements.

Next: Overview