kana introduction 2013
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KANA IntroductionJanuary 2013
Joe LazewskiSales Director
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Agenda
• Company Overview• Product Overview• Q&A
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Company Overview
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KANA Software, Inc. TodayWHO WE ARE• Leader for customer service software and related services
WHAT WE DO• Enable large enterprises to transform their complex business
requirements into effective customer experiences• Empower mid-sized businesses with an on-line focus to get rapid,
affordable access to multi-channel web customer service and contact center technology
WHO WE SERVE• Over 650 commercial B2C brands with
a relentless focus on customer service• Over 250 public sector entities within
local government and education
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KANA Fact Sheet.
1million
seats in use
30,000agent seats
at largest customers
900customers served globally
within top 20 by industry
60%average number
of customers 700employees
are KANA customers50% of the Fortune 100
worldwide
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Our Goal. Our Vision. Our Value Proposition.
Market leadership for customer service solutions across agent, web, social, and mobile experiences
With our Enterprise solutions we offer organizations a technology portfolio unparalleled in depth and vision, combining deep contact center experience with web
customer service expertise, on a global basis
Contextual knowledge will drive the customer experience and increasingly online and mobile
customer service is the future
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A Service-Centric Platform for your Business.
KANA’s Enterprise platform helps you deliver differentiating, efficient and personalised customer
experiences—across the contact centre, social media and on your website.
Web Experience Agent Experience Social Experience Mobile ExperiencePlatform
KANA technology powers the customer experience of over 600 companies worldwide, including half of the world’s leading one hundred
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KANA Enterprise.Email Voice Chat Branch Whitemail Kiosk Mobile Web Blogs Twitter Forums Community
Web Experience
Dynamic Case Management Knowledge Management Business Process Management
Insight, Analytics, Reporting
Dat
abas
es
Lega
cy C
RM
Mar
ketin
g
BI
Tele
phon
y
Billi
ng
WFO
Exec Dashboard Interaction Data
Operational Reports
Rich, Process Information Ad
apto
r Lib
rary
Integration Services
CORBA
COM
COBOL
JMS
Web Services
MQ
SOAP
EJB
VXML
Mobile ExperienceAgent Experience
Agent Desktop Web Self Service Chat and Co-Browse Email Management Social Listening and Community
Social ExperienceWeb Experience Mobile Experience Social Experience
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• Unique combination of capability• Process and task : goal oriented, intent driven business scenarios• Knowledge : search, browse, consume, feedback, manage• Channel : Voice, CTI, email, secure messaging, chat, whitemail, social, SMS, case and work management• Data : unified customer view, full interaction history, strong real time integration
• Process based service• Omni-channel• Strong combination of agent, web, mobile and social experiences• Leading function in each channel• Seamless escalation and tracking across channels• Intentional and agile channeling
• Deep Context Awareness• Knowledge in context• Tasks in context• Data in context• Interaction and history in context
• Experience Analytics• Direct Channels• Social Channels• Customer Journeys
KANA Enterprise. Key Differentiators
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Our greatest asset. Our Customers
customer ecosystem
Utilities & Industry
Telecoms & Media
Public Sector
Retail
Financial Services
Travel & Hospitality
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Product Overview
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Dynamic Agent DesktopGoal-Oriented FlowsKnowledge ManagementEmail ManagementCase ManagementLive Chat and Co-BrowsingCross Channel InteractionCTI and AdaptorsProcess GuidanceWork BlendingUnified Interaction HistoryCampaign ExecutionCustomer Centric Model
Web Self-ServiceKnowledge in ContextAgile ChannelingService & Sales ProcessesLive Chat and Co-BrowsingEnterprise SearchClick to CallVirtual AssistantEmail ManagementSecure MessagingVideo Services
Direct Channel MonitoringSocial Channel MonitoringNLP-Based Text AnalyticsSocial Listen and RespondCommunity Platform Activity StreamsEngagement and Reputation
Mobile Field ServiceCase ManagementLive ChatMulti-Device ConsumerSecure PaymentsSMS and Twitter
KANA Enterprise. Next-Generation Service
Agent Experience Social Experience Mobile ExperienceWeb Experience
Customer Experience Continuum Agile and Intentional Channeling
Multi-Channel and Cross Channel
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Agent Experience
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Telephone Nos
Underwriting x7789Risk x8976Sales x9456Comms x7656
Workarounds
Ctrl + 5 = PrintClose Acct•Set pending•+ 24 hours Close
Task List
Call MomSend MTA form toBarak ObamaGet Ben to process claim
Offer of the week
2 x autosSame address1 driver20% discount on Yr 1
Renewal Targets
Pet 5Home 6Auto 4
Agent Experience is critical but is often underserved by technology
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Enterprise Integration
Ensures that complex cases, service requests and sales can be intuitively executed without agents having to switch between screens and systems.
Knowledge-Powered
Integrating KM into the Agent desktop empowers the team and accelerates the interaction toward a tried an tested outcome.
Process OrientatedBased on a flexible BPM and Case platform allows for custom, agile, best fit functionality to reduce waste, repetition and manual hand-offs
Single View and Customer Insight
Detailed operational and behavioral data provide the essential Customer Insight to continually improve, target offers and innovate.
KANA Enterprise’s Agent Experience delivers a step change…
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KANA Agent ExperienceUnified Adaptive Desktop for the Contact Center
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Context is everything – call processing exampleDynamic Context Model
Agent: role, team, skills. Channel blend, work state
Call : CLI, DNIS, IVR data
Customer:• Profile• Interaction history• Product holding• Alerts, flags• Best next action
Business process : e.g. Moving house• Record updates• Knowledge support• Product changes• Sales opportunities
• Offers – knowledge and scripting
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Web Experience
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KANA Web ExperienceKnowledge for Self Service, Live Chat and Virtual Assistance
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Channel Agility and De-Escalation
Ability to escalate to range of assisted options, including web forms, email, cases, click to call, chat and cobrowse. Offer knowledge in context to reduce escalations.
Knowledge-Powered
Integrating KM into the customer web presence provides rapid answers, consistent information and captures feedback and ratings to continuously improve.
Process OrientatedGoal oriented user flows for guided transactions, e.g. New Policy quote. Process fragments re-used across channels. Joined up journeys.
Flexible DeliveryContent can be presented as a whole self service portal, fragments for embedding in existing sites or web service enabled.
KANA Enterprise’s Web Experience delivers a step change…
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Mobile Experience
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KANA Mobile ExperienceAnytime, Anywhere, Any Device
Location-based Mobile Service Request Mobile Chat Mobile Payments
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Social Experience
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KANA Social ExperienceSocial Monitoring, Response, Text Analytics, and Community Knowledge
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