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Delivering first-rate customer service is a challenge because business processes used to resolve inquiries remain stubbornly inefficient. Service resolution time is the number one cause of customer dissatisfaction and accounts for at least 80% of each service call's cost.* To make matters worse, inefficient resolution limits your ability to leverage service interactions to generate incremental revenue and improve customer loyalty.
KANA delivers the industry's most innovative solution to the problem of ineffective service resolution management by combining the power of business process automation with sophisticated KANA IQ knowledge management. Automated resolution scripts integrate rules-driven workflows and enterprise systems to bridge the gap in the call center between “how-to” advice and “please-do” transactions. Agents use service process wizards or scripts that not only guide them step-by-step through each inquiry, but also enable them to complete even the most complex transactions, such as billing adjustments.
With the KANA soution for service resolution, you can:
- Shorten call times and increase first-call closure rates with dynamic, form-based scripts that walk agents through all types of service transactions.
- Eliminate agent training on multiple applications with a single interface for resolving all types of informational and transactional service events.
- Turn service calls into sales calls with integrated customer treatment advice for appropriate cross-selling and up-selling.
- Speed up case closure with service resolution transcripts that automatically record transaction data in enterprise systems.
- Reduce TCO with standards-based tools that minimize development and integration time to maximize the use of enterprise data in service processes.
*2003 SSPA Support Benchmark Study
Highlights
Business process automation
KANA automates your resolution best practices with rules-driven workflows that dynamically present scripts based on customer, product, agent, skill level and more. Novice and expert agents alike follow the same processes for consistent response across service interactions. Enterprise integration automatically presents relevant corporate information during the process and records data entered by agents in the appropriate back-end systems.
Desktop integration
Synchronization with the existing agent desktop provides a single, integrated customer and interaction history for use during the resolution workflow. Integration with an existing CRM system leverages case data to present agents with the most relevant resolution script and knowledgebase articles. Data captured during the process is automatically added to the case history.
Personalized treatments
KANA lets you capitalize on service interactions with cross-sell and up-sell offers integrated into the resolution process. Personalized treatments suggest offers or advice based on the customer's profile and type of interaction.
Advice-driven knowledge
Integrated KANA IQ knowledge management offers multiple advice tools to quickly determine the right answer and offer additional help. Call times are even shorter because relevant solutions and knowledge articles are automatically recommended based on the current step in the service process.
Business-focused design tools
Drag and drop design interfaces make it easy for business analysts to model resolution processes, screens, business rules and customer treatments. Standards-based integration tools for routing and data transformation provide support for Siebel, PeopleSoft®, SAP®, Amdocs® ClarifyCRM and Oracle®.
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