Service Experience Management

Control the Service Experience

Design your ideal service experience. Implement it alongside the technology you already have. Roll out changes in minutes, not months. That’s the promise of Service Experience Management (SEM), and we deliver on that promise with KANA 10. It’s a new approach, a new platform, and a whole new day.

KANA 10

Gives you complete control of the service experience
Works in real time to increase revenue, reduce risk, lower costs, and deliver consistent service
Supports all the service channels you’re already using

With Today’s Technologies	With KANA 10
Making even small changes to the service experience requires a huge effort from process managers and IT.	Roll out change in minutes, not months, by reducing the need for IT resources.
Systems don’t work together, so users must ALT-TAB through disconnected tools.	Orchestrate your existing tools into a seamless experience with one universal desktop.
Your users struggle to adapt to your technology.	Our Adaptive Desktop tailors itself to the needs of your users.
It’s hard to find the right balance between customer satisfaction and cost.	Predictive analytics help you achieve all your business goals by optimizing each service interaction as it unfolds.
You have to treat all your customers more or less the same.	Segment your customers and deliver the ideal experience for each segment.

Features

	Adaptive Desktop – This universal desktop based on Web 2.0 technologies adapts to the needs of your users, regardless of the service channel. The Adaptive Desktop provides access to the functions and knowledge they need to reach resolution, at just the right time during each service interaction.
	Self-Service – Make self-service a rewarding experience by giving your customers the information and capabilities they need to quickly meet their own needs. Now you can eliminate the frustrations of one-size-fits-all FAQ and search-centric models, and still roll out new self-service interactions in minutes, not months. KANA 10 lets you quickly escalate to an agent-assisted interaction without losing context or forcing your customers to re-enter information.
	Experience Modeling – Use one interface, the Service Experience Modeler, to create workflows, build screens, design business logic, and integrate information from enterprise and knowledge systems. No coding or web development is needed to link a process to knowledge or back-end data, so you can make changes in minutes, not months.
	KPI Optimization – The Service Experience Optimizer monitors the objectives you set for cost, customer satisfaction, compliance, and revenue – in real time. This means you can tune each interaction as it happens to achieve a balanced scorecard.
	Knowledge Empowered Process – The Service Experience Orchestrator delivers the right blend of knowledge and process at each step needed to lead CSRs and customers through an interaction. It dynamically modifies the experience to account for unexpected responses and your – or your customers’ -- changing requirements.
	Universal Customer History – This unified view of customers across all contact channels highlights preferences and entitlements to help CSRs understand the specific needs of each customer.
	Context-Driven Scripting – A native scripting language ensures CSRs follow consistent processes and company policy.
	SOA Architecture – KANA 10 gives you unprecedented control of your customer service experience by combining proven KANA technology with IBM’s easy-to-deploy service oriented architecture.