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Kana introduction 2013
- 1. KANA Introduction January 2013 Joe Lazewski Sales Director Good Experiences. On Brand. On Budget. | 1
- 2. Agenda • Company Overview • Product Overview • Q&A Good Experiences. On Brand. On Budget. | 2
- 3. Company Overview Good Experiences. On Brand. On Budget. | 3
- 4. KANA Software, Inc. Today WHO 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 Good Experiences. On Brand. On Budget. | 4
- 5. KANA Fact Sheet. 1 30,000 million seats in use agent seats at largest customers 60% 700 employees 900 customers average number of customers within top 20 by industry worldwide served globally 50% of the Fortune 100 are KANA customers Good Experiences. On Brand. On Budget. | 5
- 6. Our Goal. Our Vision. Our Value Proposition. Market leadership for customer service solutions across agent, web, social, and mobile experiences Contextual knowledge will drive the customer experience and increasingly online and mobile customer service is the future 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 Good Experiences. On Brand. On Budget. | 6
- 7. 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. Platform Web Experience Agent Experience Social Experience Mobile Experience KANA technology powers the customer experience of over 600 companies worldwide, including half of the world’s leading one hundred Good Experiences. On Brand. On Budget. | 7
- 8. Good Experiences. On Brand. On Budget. | 8
- 9. KANA Enterprise. Key Differentiators • 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 Good Experiences. On Brand. On Budget. | 9
- 10. Our greatest asset. Our Customers Travel & Hospitality Financial Telecoms Services & Media customer ecosystem Public Sector Utilities & Industry Retail Good Experiences. On Brand. On Budget. | 10
- 11. Product Overview Good Experiences. On Brand. On Budget. | 11
- 12. KANA Enterprise. Next-Generation Service Agent Experience Web Experience Social Experience Mobile Experience Dynamic Agent Desktop Web Self-Service Direct Channel Monitoring Mobile Field Service Goal-Oriented Flows Knowledge in Context Social Channel Monitoring Case Management Knowledge Management Agile Channeling NLP-Based Text Analytics Live Chat Email Management Service & Sales Processes Social Listen and Respond Multi-Device Consumer Case Management Live Chat and Co-Browsing Community Platform Secure Payments Live Chat and Co-Browsing Enterprise Search Activity Streams SMS and Twitter Cross Channel Interaction Click to Call Engagement and CTI and Adaptors Virtual Assistant Reputation Process Guidance Email Management Work Blending Secure Messaging Unified Interaction History Video Services Campaign Execution Customer Centric Model Multi-Channel and Agile and Intentional Cross Channel Customer Experience Continuum Channeling Good Experiences. On Brand. On Budget. | 12
- 13. Agent Experience Good Experiences. On Brand. On Budget. | 13
- 14. Agent Experience is critical but is often underserved by technology Good Experiences. On Brand. On Budget. | 14
- 15. KANA Enterprise’s Agent Experience delivers a step change… Ensures that complex cases, service requests Enterprise and sales can be intuitively executed without Integration agents having to switch between screens and systems. Integrating KM into the Agent desktop Knowledge- empowers the team and accelerates the Powered interaction toward a tried an tested outcome. Based on a flexible BPM and Case platform Process Orientated allows for custom, agile, best fit functionality to reduce waste, repetition and manual hand-offs Detailed operational and behavioral data Single View and provide the essential Customer Insight to Customer Insight continually improve, target offers and innovate. Good Experiences. On Brand. On Budget. | 15
- 16. KANA Agent Experience Unified Adaptive Desktop for the Contact Center Good Experiences. On Brand. On Budget. | 16
- 17. Context is everything – call processing example Dynamic 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 Good Experiences. On Brand. On Budget. | 17
- 18. Web Experience Good Experiences. On Brand. On Budget. | 18
- 19. KANA Web Experience Knowledge for Self Service, Live Chat and Virtual Assistance Good Experiences. On Brand. On Budget. | 19
- 20. KANA Enterprise’s Web Experience delivers a step change… Integrating KM into the customer web presence Knowledge- provides rapid answers, consistent information Powered and captures feedback and ratings to continuously improve. Ability to escalate to range of assisted options, Channel Agility and including web forms, email, cases, click to call, De-Escalation chat and cobrowse. Offer knowledge in context to reduce escalations. Goal oriented user flows for guided Process Orientated transactions, e.g. New Policy quote. Process fragments re-used across channels. Joined up journeys. Content can be presented as a whole self Flexible Delivery service portal, fragments for embedding in existing sites or web service enabled. Good Experiences. On Brand. On Budget. | 20
- 21. Mobile Experience Good Experiences. On Brand. On Budget. | 21
- 22. KANA Mobile Experience Anytime, Anywhere, Any Device Location-based Mobile Service Request Mobile Chat Mobile Payments Good Experiences. On Brand. On Budget. | 22
- 23. Social Experience Good Experiences. On Brand. On Budget. | 23
- 24. KANA Social Experience Social Monitoring, Response, Text Analytics, and Community Knowledge Good Experiences. On Brand. On Budget. | 24
- 25. Good Experiences. On Brand. On Budget. | 25
Notes de l'éditeur
- Maoz on Ciboodle: The ChallengesSome clients have reported steep learning curves for application configuration, when working with Sword's application development tools, which some consider nonintuitive.Limited (but growing) sales and marketing resources have affected the awareness of the Ciboodle product in the market. Risk-averse buyers may mistake the lack of broad deployments and adoption as a sign of product weakness, rather than a lack of visibility.The geographic scope of the product's availability seems limited primarily to English-speaking geographies. Prospects should perform the standard due diligence before purchasing the product.Sword is not known as a best-of-breed knowledge management tool or a social CRM platform to extend a business's reach to the end customer. The product is not architected and deployed as a multitenant SaaS platform.
- KANA product strategy accurately reflects this reality, and we’re focusing on 4 key tenants in order to deliver on it for you. This is what makes agents more efficient, more productive, this is what drives customer satisfaction, customer loyalty.As a list, it may not be rocket science, but this is what’s at the heart of the next-generation of customer service.This is what KANA customer experience management solutions and our product strategy are all about.
- Common challenges we are asked to solve includeNo one way of workingMultiple applications on desktopNo single view of the customerDisconnect between interaction channelsLack of front & back office communication