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When improving agent efficiency is critical, KANA call center solutions are the right choice. Streamlined case management across channels, automated resolution guidance and step-by-step service scripts have made it possible for KANA customers to decrease customer service costs as much as 50%, achieve 80% resolution on first contact and reduce average handling time by more than 10%.
Technical Overview
- Service Oriented Architecture — Built for the rigors of enterprise computing, the Service Oriented Architecture (SOA) reduces implementation, maintenance and integration time. KANA solutions leverage J2EE, XML and web services to automate customer service processes and maximize the use of enterprise content in service operations.
- Business Process Automation — KANA applications are managed by workflow processes that automate best practices to optimize inquiry management and service resolution. Dynamically applied business rules define policies, prescribe customer treatments, personalize customer interactions and suggest the right answer.
- Enterprise Integration — KANA applications do not require data to be physically moved or replicated so that you can leverage enterprise information during service resolution processes. KANA uses metadata to define business objects and then uses industry-standard technologies, including XML and SOAP, to access those objects within their native systems. KANA integration services are flexible, allowing you to choose from multiple integration solutions, such as TIBCO, WebMethods, WebSphere Business Integrator and others.
- Business-Oriented Configuration Tools — Dynamic UI templates and drag-and-drop tools for modeling business processes and rules enable KANA applications to be quickly configured to your particular business requirements.
- Flexible Content Authoring — Drag-and-drop interface lets knowledge developers quickly create, categorize and establish content relationships for thousands of re-usable knowledge objects. A simple Web interface allows agents, partners and others to quickly contribute their knowledge. KANA applications can leverage and spider external content and database repositories, providing additional value for existing enterprise content solutions.
- Scalability and Reliability — Proven horizontal and vertical scalability enable efficient management of hundreds of thousands of concurrent users and millions of simultaneous interactions. The distributed component architecture facilitates low-cost server farms and load balancing to ensure applications are up and running all the time.
- Supported Platforms — KANA provides full support for industry standard technologies including IBM AIX, Linux , Sun Solaris, IBM WebSphere Application Server, BEA WebLogic Application Server, IBM DB2, and Oracle.
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