Knowledge Management for Agents

Turn Every Agent into an Expert

KANA IQ for Agents puts intelligence at your agents’ fingertips to increase first-call closure rates by an average of 25%. KANA IQ uses “expert reasoning” to automatically resolve cases, and fully integrates with your call or contact center desktop. With KANA IQ for Agents, you can:

  • Service customers better and more consistently, while helping both novice and expert agents find the right answer right away
  • Reduce call time and escalations with intelligent guidance and knowledge retrieval
  • Shorten the time-to-effectiveness with expert reasoning that makes every agent an expert without extensive training
  • Quickly capture and re-use new knowledge for future cases, making the most of your agents’ expertise and front-line experience


KANA IQ turns every agent into an expert

Features

More than Search
Much More than Search KANA IQ provides many paths to knowledge, including clarifying questions, guided assistance, topic search, search-term highlighting and document summaries. This lets your agents quickly pinpoint the most relevant answer.

Speed through Relevance
Expert modeling combines specialists’ know-how and organizational policies to present answers in the most relevant order.

Knowledge from Everywhere
We’ve built real-time authoring tools into the agent desktop so your people can contribute solution content as they resolve inquiries. Form-based Web authoring extends this ability to suppliers and partners. You can also build the knowledgebase with easy ways to import and spider content.

Continuous Improvement
Feedback to authors and content mangers lets agents comment on the usefulness of a solution and suggest improvements.

Get the Most From Existing Content
Federated search makes it easy to find knowledge across data repositories.

KCS CertifiedKCS Certified
KANA IQ for Agents is certified as Knowledge-Centered Support (KCS) compliant by the Consortium for Service Innovation.

 

 

Efficient Knowledge Model
KANA IQ is designed so knowledge can be linked and re-used in multiple questions, problems, cases, diagnostic paths and solutions. This approach lets KANA customers more easily support thousands of products and services.

See Your Knowledge Grow
A drag-and-drop visual authoring tool lets experts quickly build and categorize content for your knowledgebases.

Consistent Quality
Workflow rules that you can easily set and change ensure a uniform review and approval process.

Measure Results
An advanced reporting console helps managers analyze and improve the knowledgebase. Up to the minute reports are available in multiple formats, versions and schedules.
Faster Adoption
KANA IQ comes with a library of agent desktop templates that have been tested for usability and are based on the best content management practices from a wide range of industries.

No Job Too Large
KANA IQ, based on J2EE standards, scales to thousands of simultaneous users under a variety of operating systems.