Kana introduction 2013

Good Experiences. On Brand. On Budget. | 1

KANA IntroductionJanuary 2013

Joe LazewskiSales Director


Agenda

• Company Overview• Product Overview• Q&A


Company Overview


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


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


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


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


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

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Lega

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RM

Mar

ketin

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BI

Tele

phon

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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


• 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


Our greatest asset. Our Customers

customer ecosystem

Utilities & Industry

Telecoms & Media

Public Sector

Retail

Financial Services

Travel & Hospitality

http://www.carphonewarehouse.com/


Product Overview


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


Agent Experience


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


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…


KANA Agent ExperienceUnified Adaptive Desktop for the Contact Center


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


Web Experience


KANA Web ExperienceKnowledge for Self Service, Live Chat and Virtual Assistance


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…


Mobile Experience


KANA Mobile ExperienceAnytime, Anywhere, Any Device

Location-based Mobile Service Request Mobile Chat Mobile Payments


Social Experience


KANA Social ExperienceSocial Monitoring, Response, Text Analytics, and Community Knowledge

Kana introduction 2013

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