1 KANA Express Service Overview Introduction KANA Express provides a complete suite of integrated multi channel contact and knowledge management capabilities, proven to enable significant improvements in customer service quality, accuracy and response times. Its powerful and flexible web self service and chat facilities, together with focused knowledge management will enhance the effectiveness and consistency of your service delivery by ensuring that your staff, customers and clients always find the answers they are looking for. A comprehensive and integrated suite: of contact management capabilities from KANA, a world leading provider of customer service solutions. Over half the Global 100 companies and 800 other organizations worldwide use Kana solutions. Flexible Cloud delivery model: allows you to add functions and capacity quickly and simply Rapid implementation and time to value: Go live in less than two months Proven & Scalable: Handles thousands of users and hundreds of thousands of transactions a day Rich Reporting and Analytics: dashboards provide all the information needed to run your service with maximum efficiency Recognized by Industry Analysts: Gartner and others have recognized KANA Express as a market leader KANA Express is offered as two distinct service packages or Experiences, available to be used independently and seamlessly integrated if run together. Agent Experience: provides Call and response management, outbound s and campaign management, and management of letter, fax and face to face contacts. Web Experience: includes customer facing web self service, hypersearch, live (on line) chat and automated Virtual Assistant. Both Agent and Web Experiences include the KANA Express Foundation, which consists of the Knowledgebase and Reporting Analytics modules, together with the integrated X Server API specially designed for flexible and reliable integration between KANA Express and external and back office systems. All Experiences are integrated and will share the same Knowledgebase, service definitions and service levels.
2 Additional options include Mobile Experience, which provides mobile applications for service requests and Social Experience providing advanced social media analytics allowing you to listen to, identify important messages in social media, and engage directly with your customers. Both can be integrated with the core KANA Express service. KANA Express is offered as a cloud based solution; securely delivered to your organization through the power of the KANA Cloud. As a cloud based solution, KANA Express does not require any hardware or software installation. Day to day running of the system (including administrative functions such as back ups) is taken care of in an environment that is more secure and heavily monitored than many in house installations. Cloud solutions also deliver financial benefits. Start up costs are reduced and the time from the implementation commencing to live operation is often much shorter than conventional application software projects. In the case of KANA Express, the system is frequently running live within 8 12 weeks. Apart from the initial implementation service, all other costs are paid on a periodic basis as part of an annual service contract. This makes it easy you to pay from day to day operating costs, rather than scarce capital budgets. The KANA Express experiences are designed to work seamlessly together
3 KANA Express enables the quick and efficient handling of customer contacts across all channels. It can be fully aligned with your customer contact processes and will ensure that all customer contacts, regardless of source, are handled in a quick and uniform way by utilizing a central knowledge base for consistent service delivery. KANA Express Foundation At the core of KANA Express is the Foundation module where you can build up a client database, record contacts and unlock client contact channels. Foundation includes; Knowledgebase Reporting and Analysis X Server API Knowledge Management KANA Express Knowledge Management is at the heart of the system s effectiveness. The knowledgebase serves as the central repository for all the information used by one or more contact channels. It is part of the Foundation module and is automatically included with every implementation. The knowledgebase contains all the queries and answers that you want to make available across all the available customer contact channels. This ensures a consistency when answering queries and a reliable service for your customers who will rate their experiences more positively and be more inclined to using your services in the future. At the same time, the cost per customer contact will come down, as customers are served more successfully through all channels. KANA Express Knowledge Management can be configured to provide either the same or different answers for a variety of channels including: Web self service; Live Chat; Virtual Assistant; ; Telephone; and Letters/fax. Details of unanswered or difficult queries received can also be simply added to the knowledgebase, preventing repetition and endowing the system with self learning characteristics. By combining online service and personal contact with the contact center, incoming contacts by and telephone can be reduced by anything from 20 to 50%. Reporting & Analysis KANA Express Foundation includes a sophisticated and flexible dashboard of Key Performance Indicators (KPIs) that provide real time insight into the status of each department and agent. Variations in performance and services levels can be easily and intuitively displayed, the underlying data interrogated and root causes and solutions identified, allowing you to easily monitor, control and develop your services.
4 X server We know that your contact center does not operate in isolation from the rest of your organization so the X Server provides a programmatic API interface that allows interfaces and integration to be built between KANA Express and your other operational systems such as ERP, accounting, work orders, CRM or other back office functions. Where such systems are important in the client contact process, they can be linked to KANA Express at the XML level via a webservice. KANA Express Agent Experience KANA Express Agent Experience provides a suite of highly functional modules that support the work of your multi channel contact center. These provide essential tools for dealing with contacts that are made by phone, , web chat, letter and face to face. It also provides functionality to manage outbound communications and campaigns Call Management KANA Express Call Management will provide your agents with access to details about incoming calls, allowing the details to be viewed, selected and processed. Existing contact details are automatically displayed and new contacts can be entered in the system. Contacts can be filtered (by department for example) and if the agent clicks on one of the contacts in the overview, the details will be displayed together with any corresponding notes. By providing access to complete and succinct information, each contact can be handled quicker and more cost effectively. Access is provided to the central knowledgebase, along with any external sources linked to it, to assist in providing the best possible answers to the questions and requirements of each caller.
5 Management KANA Express Management ensures agents are able to quickly and easily provide consistent answers to frequently asked questions, that s are not missed and service levels are constantly monitored. It ensures that queries are routed to the right department and/or agent along with a specification of the required response time. The system automatically scans each for known phrases and frequently asked questions and suggests answers from the knowledgebase for use in the response to the . Spelling checks combined with the use of templates and attachments allows for structured and error free communication with your customers. Campaign Management KANA Express Campaign Management allows customers and other contacts to be proactively provided with information that can help reduce the number of unnecessary queries received by the contact center. It provides facilities to effectively manage ad hoc or campaign based outbound contacts using the same application as Management. The software will determine which agents to use for each campaign, doing this on the basis of skill sets where necessary. When multiple agents are working on different campaigns, KANA Express will ensure they are made available in the right way and in the right order, taking account of any call back agreements. Call lists can be generated from the KANA Express customer database or importing a file of call details. It is also easy to define and edit call scripts containing, amongst others, single choice, multiple choice and open questions. Whit Management
6 KANA Express Whit allows users to quickly record details of letters, faxes and other nonelectronic forms of contact such as visits to a reception desk. This intelligent letter and fax suite makes it possible to scan letters and faxes and read them into the system. From the query handling screen, users will be able to link a contact instance to the right customer, deal with the customer s query and add it to the customer s contact history. The application will record anonymous contacts. If the customer cannot be provided with an immediate answer, the question can be forwarded to a department or individual who can deal with it. KANA Express Web Experience KANA Express Web Experience provides web based multi channel self service information requests, completion and submission of forms such as queries, applications etc, and automated or live text based chat interactions. These support the implementation of additional contact channels and channel shift strategies by providing customers and contacts with controlled access to the Knowledgebase and intelligent search capabilities. Customers will now have the ability to reliably complete their own queries and transactions without the need for Agent intervention reducing contact center costs and workload and allowing agents to focus on more complex cases. Web Self Service With KANA Express Web Self Service customers can easily find the answer to their questions using guided or free search functions, 24/7 via the web. Appropriate content from the KANA Express knowledgebase can be published and where necessary, customers can complete a web form to complete their query or transaction. This will be passed to the back office, via the contact center (where implemented) to ensure consistency of response and adherence to response time targets. The web self service portal can be made to match the look and feel of your web site.
7 Portal Services KANA Express Portal Services enables KANA Express Web self service to match the look and feel of the website(s) in which it is embedded. This includes, amongst other things, the size of the portal and the color schemes used as well as other functions that can be configured to meet your organization's requirements and house style. Hypersearch KANA Express Hypersearch engages the user in an active dialogue to refine their query and make it more successful; searching is transformed into finding. KANA Express Hypersearch requests information through a system generated dialogue before searching for the right answer to the query. This helps users find the right information more efficiently, so that web site visitors and agents alike are provided with the best possible answers.. It is also able to detect spelling mistakes and break questions down into relevant keywords. The system is capable of recognizing and adding synonyms and recognizing word functions as well as searching for answers using external sources such as Microsoft SharePoint, Google Search, your Content Management System or any other internal knowledge base. Live chat KANA Express Live Chat provides an integrated, rich set of chat features that (as with other modules) allow the exploitation of the KANA Express knowledgebase to provide quick and errorfree answers to queries. Live Chat technology has become an indispensable method of providing service to as wide a group of customers as possible, while increasing the productivity of contact centers. Agents can engage in multiple chat sessions for increased efficiency and in complex cases chat sessions can be transferred to a second line agent. Virtual Assistant KANA Express Virtual Assistant offers visitors to your website the option to consult your knowledgebase in a more interactive and engaging way, entering into a dialogue with a chat robot (also referred to as a chatbot). The Virtual Assistant functions as an online avatar that further increases the chances of your customers finding a relevant and targeted answer to their query. If no answer is available, customers are offered the option of sending an or transferring the contact to an agent using the live chat feature. KANA Express Social Experience KANA Express offers a fully integrated solution for listening to and engaging your customers in social media and other communication channels. Integrated with the KANA Experience Analytics social media and text analytics solution, KANA Express Social Experience extends multi channel customer service to the social sphere and greatly enhances your ability to learn from and act on social media conversations.
8 KANA Experience Analytics KANA's Experience Analytics categorizes social media and direct customer conversation channels like , surveys, and web feedback for topics, sentiment, and trends. Easy to use and up and running quickly, Experience Analytics with KANA Express gives you the ability to understand everything your customers are saying in real time and pinpoint and respond to the critical comments, questions, and issues of your customers. Business users can easily create search queries and categorization models in minutes, and then watch as all customer messages entering the system are classified for topic and sentiment. Are your customers praising your products? Are they asking for help? Experience Analytics will show you what they are saying and present the information in a dynamic and easy to access format. Licensing KANA Express is provided as a Cloud service. This means that the software and your data are run from a hosted environment which is accessed through a suitable web browser connected to the internet. The cost of the service is based on the Experiences implemented, the number of agents using the system and the volume of transactions (or contacts) processed each day. Additional bundles of users, transactions and (if needed) data storage can be purchased at the beginning of a contract or added at a later date. Implementation and Professional Services One of the benefits of KANA Express is that it can be implemented and deployed very quickly; often in less than 8 weeks. With experience gained from over 200 implementations, we are ideally placed to provide the highest standard of implementation services and support to your project. With the help and support of KANA consultants this is quick and straightforward. Our consultants will work with you to ensure your KANA Express implementation is fully aligned with your requirements is fully tested and secure prior to deployment. A number of standard implementation services are available which cover the implementation of all the standard modules and training for most common project requirements. In addition to these
9 standard, fixed price services, individually tailored packages of implementation consultancy, technical assistance and training can be defined and priced on an individual basis. Training KANA Education Services provides a comprehensive and practical set of training courses for KANA Express, including Configuration management; Service manager and Reporting and Analysis training. An innovative E learning application is also available so agents can follow online training independently at any time. Using the e learning portal, users can get to know all the functions of the application independently through interactive simulations, wherever and whenever they want. Delivery and Support Because KANA Express is delivered using the Kana Cloud, you can be confident that the system is being run in a secure environment. Each KANA Express implementation is hosted separately ensuring your data is protected, while remaining accessible from anywhere with an internet connection (assuming the user has the appropriate security credentials of course!) The hosting environment provides built in resilience and ensures that we can deliver a service level of 99.9% up time. A full schedule of daily, weekly and monthly back ups is undertaken automatically. And because KANA runs several Service Desks that operate in different geographic business hours, we are able to offer 24x7x365, follow the sun support. You will be able to register enquiries and incidents by telephone, or secure messenger as well as tracking your own incidents via our Customer Support Portal.
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