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The explosion of products, services and constantly changing policies and procedures make it hard for call centers to deliver consistently high quality customer service. Speed, accuracy and consistency suffer because agents cannot efficiently manage interactions or gain quick access to data buried in enterprise systems.
The KANA solution for case management delivers the missing link between service interactions and vital customer information. The solution delivers a universal agent desktop that provides one-stop access to enterprise data. With a complete multi-channel history of customer interactions and real-time access to relevant data in enterprise systems, call centers can dramatically improve employee productivity, shorten response time, increase answer accuracy and eliminate agent training on multiple applications. KANA extends efficiency even more with business process automation to make sure agents follow best-practices and abolishes boundaries between departments.
Using KANA for case management support, you can:
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Fully automate service workflows that extend outside the contact center for case management across all delivery channels and the service provider network.
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Integrate channels, data and processes at far lower cost than traditional CRM offerings.
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Leverage current investments in ACD technology with KANA computer telephony integration.
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Highlights
Universal agent desktop
The universal agent desktop delivers a dynamic view of customer and service-related data to eliminate searches through multiple systems and manage requests submitted over any channel. Personalized portals provide agents with a tailored desktop to streamline daily activity management.
Automated workflow
Easily configured, rule-based workflow automates multi-channel case tracking and escalations to meet the most demanding service levels. Extranet workflow helps to control the accountability of cross-functional business processes by automatically generating and tracking relevant tasks for everyone involved including agents, multiple departments, partners and customers.
Integrated knowledge
Integration with KANA Agent IQ delivers one-click access to step-by-step resolution guidance and a comprehensive knowledgebase of trusted advice. A simple Web interface allows agents to contribute information captured during service calls to enrich the organization's collective knowledge.
Enterprise service platform
Service Oriented Architecture (SOA) architecture and web services simplify integration with back-end systems, databases and content management systems. Support for leading industry-standard operating systems and servers reduce implementation and maintenance costs for lower total cost of ownership.
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