MyWikiBiz - User contributions [en]

Directory:Email response

2011-07-20T03:41:49Z

Josephmark:

'''Personalized, High Volume Customer Service'''

KANA's [http://www.kana.com/eservice/email-response-system.php Email Response] solution is proven to increase the productivity of your [http://www.kana.com/agent-desktop/stack.php agent desktop] by up to 75%. That's because KANA offers the only email and web form management solution that fully automates the process of capturing, documenting, interpreting, routing and prescribing answers.

Unlike traditional customer service solutions, which are not designed to handle exponential increases in email inquiries, KANA's Email Response solution protects you from backlogs of unanswered requests, missed service levels and unhappy customers.

'''Use KANA's Email Response solution to provide superior email service while containing costs.'''

* Exceed service levels with intelligent message handling and automatically prescribed and scripted answers.
* Respond to your customers faster and more consistently, with less agent training, through an extensive set of productivity tools and integration with knowledge management.
* Keep sensitive interactions confidential with Secure Messaging
* Improve contact center performance with comprehensive and flexible reporting
* Easily handle long-term growth and spikes in email volume with a system proven to scale reliably to thousands of concurrent users and millions of simultaneous interactions.

'''Features
Automated Message Handling'''

KANA's Email Response solution uses configurable rules to interpret the content of messages and determine customer intent. It then uses the appropriate templates to automatically send personalized acknowledgements and replies. It then intelligently routes messages to the right department, priority, language and skill-based queues. Finally, it automatically suggests fully scripted answers to reduce the time agents need to generate a response.

'''High-performance Desktop'''

KANA's Email Response solution includes a broad range of tools to boost agent productivity, including populating outgoing emails with most the likely solution, pre-filling replies that include context-specific customer data from your back-end systems, canned phrase selection, user-defined hotkeys and a universal history that maintains the context of the service interactions across channels.

'''Integrated Knowledge'''

Your agents can include rich content, intelligent media and step-by-step instructions. This approach directs your customers to comprehensive answers while cutting response time, ensuring accuracy, improving first contact resolution rates and, at the same time, encouraging them to use self-service options in the future.
'''
Secure Messaging'''

Secure Messaging enhances KANA's Email Response solution by integrating with a secure Web portal. This lets you conduct confidential communications without the need for cumbersome encryption/decryption applications. Secure Messaging uses standard emails that include hyperlinks to a secure portal where confidential information is delivered after the recipient has been authenticated. Because information is safeguarded on the portal, customers can be sure their information is protected, encouraging them to use more cost-effective, always available e-channels for sensitive interactions.
Advanced Security

Advanced security capabilities within KANA's Email Response solution allow you to pass PCI (Payment Card Industry) security audits. You can choose to encrypt data at rest, within your database, as well as turn on SSL communication between the nodes in a Response network to secure data in transit. AES-128 Top Secret encryption algorithms coupled with audit trails and custom role definitions ensure that your agents are only able to access the information that appropriate to them.
Performance Monitoring

An easy to understand dashboard lets you spot queue trouble spots in real time, so supervisors can take action in time to affect the outcome – and your KPIs. Department managers can fine-tune your email service with over 100 real-time and operational reports.
Enterprise Architecture

KANA's Email Response solution has been proven to manage up to ten million emails a month. A multi-tenant architecture lets you use a single installation to support many lines of business and dispersed service operations. Queues, routing, business rules, auto-acknowledgements, reply templates and reporting can be customized for each business unit. This approach also lets you quickly introduce new lines of business

Related Links -

[http://www.kana.com/customer-service-experience-management/stack.php customer service experience]
[http://www.kana.com/eservice/customer-service-chat.php customer service chat]

Directory:Email response

2011-07-19T15:32:12Z

Josephmark:

'''Personalized, High Volume Customer Service'''

KANA's [http://www.kana.com/eservice/email-response-system.php Email Response] solution is proven to increase the productivity of your [http://www.kana.com/agent-desktop/stack.php agent desktop] by up to 75%. That's because KANA offers the only email and web form management solution that fully automates the process of capturing, documenting, interpreting, routing and prescribing answers.

Unlike traditional customer service solutions, which are not designed to handle exponential increases in email inquiries, KANA's Email Response solution protects you from backlogs of unanswered requests, missed service levels and unhappy customers.

'''Use KANA's Email Response solution to provide superior email service while containing costs.'''

* Exceed service levels with intelligent message handling and automatically prescribed and scripted answers.
* Respond to your customers faster and more consistently, with less agent training, through an extensive set of productivity tools and integration with knowledge management.
* Keep sensitive interactions confidential with Secure Messaging
* Improve contact center performance with comprehensive and flexible reporting
* Easily handle long-term growth and spikes in email volume with a system proven to scale reliably to thousands of concurrent users and millions of simultaneous interactions.

'''Features
Automated Message Handling'''

KANA's Email Response solution uses configurable rules to interpret the content of messages and determine customer intent. It then uses the appropriate templates to automatically send personalized acknowledgements and replies. It then intelligently routes messages to the right department, priority, language and skill-based queues. Finally, it automatically suggests fully scripted answers to reduce the time agents need to generate a response.

'''High-performance Desktop'''

KANA's Email Response solution includes a broad range of tools to boost agent productivity, including populating outgoing emails with most the likely solution, pre-filling replies that include context-specific customer data from your back-end systems, canned phrase selection, user-defined hotkeys and a universal history that maintains the context of the service interactions across channels.

'''Integrated Knowledge'''

Your agents can include rich content, intelligent media and step-by-step instructions. This approach directs your customers to comprehensive answers while cutting response time, ensuring accuracy, improving first contact resolution rates and, at the same time, encouraging them to use self-service options in the future.
'''
Secure Messaging'''

Secure Messaging enhances KANA's Email Response solution by integrating with a secure Web portal. This lets you conduct confidential communications without the need for cumbersome encryption/decryption applications. Secure Messaging uses standard emails that include hyperlinks to a secure portal where confidential information is delivered after the recipient has been authenticated. Because information is safeguarded on the portal, customers can be sure their information is protected, encouraging them to use more cost-effective, always available e-channels for sensitive interactions.
Advanced Security

Advanced security capabilities within KANA's [http://www.kana.com/eservice/email-response-system.php Email Response] solution allow you to pass PCI (Payment Card Industry) security audits. You can choose to encrypt data at rest, within your database, as well as turn on SSL communication between the nodes in a Response network to secure data in transit. AES-128 Top Secret encryption algorithms coupled with audit trails and custom role definitions ensure that your agents are only able to access the information that appropriate to them.
Performance Monitoring

An easy to understand dashboard lets you spot queue trouble spots in real time, so supervisors can take action in time to affect the outcome – and your KPIs. Department managers can fine-tune your email service with over 100 real-time and operational reports.
Enterprise Architecture

KANA's Email Response solution has been proven to manage up to ten million emails a month. A multi-tenant architecture lets you use a single installation to support many lines of business and dispersed service operations. Queues, routing, business rules, auto-acknowledgements, reply templates and reporting can be customized for each business unit. This approach also lets you quickly introduce new lines of business

Related Links -

[http://www.kana.com/customer-service-experience-management/stack.php customer service experience]
[http://www.kana.com/eservice/customer-service-chat.php customer service chat]
[http://www.kana.com/eservice/email-response-system.php email response]

Directory:Web Self Services

2011-07-19T15:28:42Z

Josephmark:

[[File:Wss-overview.png‎ ]]

Traditional online services separate the customer's ability to ask for help from their ability to carry out tasks. Customers are limited in what they can actually do online and end up setting off on one-dimensional queries, often leading to frustration instead of results.

KANA's Web Self-Service solution takes care of the whole service experience. By coupling knowledge bases with transactional functions, there's no longer a disconnect between the information customers need and their online goals. Customers are given information they can act on, and are guided through productive, satisfying experiences from start to finish.

Web Self-Service is personalized to accommodate stages in the customer life cycle, customer value, and type of inquiry. Service managers can easily determine the point where online interactions go from cost-effective to "lost cause" and agent assistance is needed. Self-service seamlessly transitions to agents, who can step in to help out through email, chat or the co-browsing of web pages with customers.

Related Links
[http://www.kana.com/web-self-service.html web self services]
[http://www.kana.com/customer-service-consulting.html customer service consulting]
[http://www.kana.com/customer-service-software-solutions.html customer service software solutions]
[http://www.kana.com/service-knowledge-management-system.html Knowledge Management]

Directory:Email response

2011-05-13T06:50:54Z

Josephmark: Created page with ''''Personalized, High Volume Customer Service''' KANA's [http://www.kana.com/eservice/email-response-system.php Email Response] solution is proven to increase the productivity o…'

'''Personalized, High Volume Customer Service'''

KANA's [http://www.kana.com/eservice/email-response-system.php Email Response] solution is proven to increase the productivity of your [http://www.kana.com/agent-desktop/stack.php agent desktop] by up to 75%. That's because KANA offers the only email and web form management solution that fully automates the process of capturing, documenting, interpreting, routing and prescribing answers.

Unlike traditional customer service solutions, which are not designed to handle exponential increases in email inquiries, KANA's Email Response solution protects you from backlogs of unanswered requests, missed service levels and unhappy customers.

'''Use KANA's Email Response solution to provide superior email service while containing costs.'''

* Exceed service levels with intelligent message handling and automatically prescribed and scripted answers.
* Respond to your customers faster and more consistently, with less agent training, through an extensive set of productivity tools and integration with knowledge management.
* Keep sensitive interactions confidential with Secure Messaging
* Improve contact center performance with comprehensive and flexible reporting
* Easily handle long-term growth and spikes in email volume with a system proven to scale reliably to thousands of concurrent users and millions of simultaneous interactions.

'''Features
Automated Message Handling'''

KANA's Email Response solution uses configurable rules to interpret the content of messages and determine customer intent. It then uses the appropriate templates to automatically send personalized acknowledgements and replies. It then intelligently routes messages to the right department, priority, language and skill-based queues. Finally, it automatically suggests fully scripted answers to reduce the time agents need to generate a response.

'''High-performance Desktop'''

KANA's Email Response solution includes a broad range of tools to boost agent productivity, including populating outgoing emails with most the likely solution, pre-filling replies that include context-specific customer data from your back-end systems, canned phrase selection, user-defined hotkeys and a universal history that maintains the context of the service interactions across channels.

'''Integrated Knowledge'''

Your agents can include rich content, intelligent media and step-by-step instructions. This approach directs your customers to comprehensive answers while cutting response time, ensuring accuracy, improving first contact resolution rates and, at the same time, encouraging them to use self-service options in the future.
'''
Secure Messaging'''

Secure Messaging enhances KANA's Email Response solution by integrating with a secure Web portal. This lets you conduct confidential communications without the need for cumbersome encryption/decryption applications. Secure Messaging uses standard emails that include hyperlinks to a secure portal where confidential information is delivered after the recipient has been authenticated. Because information is safeguarded on the portal, customers can be sure their information is protected, encouraging them to use more cost-effective, always available e-channels for sensitive interactions.
Advanced Security

Advanced security capabilities within KANA's [http://www.kana.com/eservice/email-response-system.php Email Response] solution allow you to pass PCI (Payment Card Industry) security audits. You can choose to encrypt data at rest, within your database, as well as turn on SSL communication between the nodes in a Response network to secure data in transit. AES-128 Top Secret encryption algorithms coupled with audit trails and custom role definitions ensure that your agents are only able to access the information that appropriate to them.
Performance Monitoring

An easy to understand dashboard lets you spot queue trouble spots in real time, so supervisors can take action in time to affect the outcome – and your KPIs. Department managers can fine-tune your email service with over 100 real-time and operational reports.
Enterprise Architecture

KANA's Email Response solution has been proven to manage up to ten million emails a month. A multi-tenant architecture lets you use a single installation to support many lines of business and dispersed service operations. Queues, routing, business rules, auto-acknowledgements, reply templates and reporting can be customized for each business unit. This approach also lets you quickly introduce new lines of business

Related Links -

[http://www.kana.com/customer-service-experience-management/stack.php customer service experience]
[http://www.kana.com/eservice/email-response-system.php eservice]
[http://www.kana.com/eservice/customer-service-chat.php customer service chat]
[http://www.kana.com/eservice/email-response-system.php email response]

Directory:OEM application development

2011-05-13T05:13:12Z

Josephmark:

[[File:Telecom.png‎]]

[http://www.globallogic.com/OEM-application-development.html OEM Application Development Solutions] – For Smartphones and Mobile Devices

GlobalLogic partners with Original Equipment Manufacturers (OEMs) to help them bring new smart phones and other mobile devices to market. We develop and customize core phone applications like dialers on OEM handsets, as well as custom applications like media players. We also partner with OEMs to develop and customize UI frameworks that promote a brand; provide rich UI controls, animations and transitions; and expose APIs for developers who want to build OEM applications for a handset.

'''Our Focus Areas in [http://www.globallogic.com/OEM-application-development.html OEM Application Development] Market

Our core focus areas in the OEM market include the following:'''

*Core native application development on OEM handsets
*System integration for UIs and branding

'''Our Capabilities in Developing OEM Application'''

GlobalLogic has worked with multiple OEMs to deliver full lifecycle R&D and support services. Some of our capabilities include the following:

*Designing and integrating UIs and ensuring usability
*Designing and developing rich UI controls, custom animations & transitions and multi-touch events & gestures
*Developing frameworks and APIs
*Integrating native and custom applications (e.g., UI and low-level integration)
*Developing home screens / idle screens
*Managing remote devices (i.e., OMA-DM standards)
*Partitioning binary space for OEMs
*Developing drivers (e.g., special file system driver, external storage / cards access mechanisms, auto-run)
*Creating APIs for third-party developers
*Developing social networking aggregators and plug-in frameworks

'''Related Links -'''
[http://www.globallogic.com/OEM-application-development.html OEM application development]
[http://saasapplicationdevelopment.pbworks.com/w/page/38812382/Mobile-Application-Development Mobile application development]
[http://www.mywikibiz.com/Directory:Ideation_Services Ideation services]
[http://www.globallogic.com/product-engineering.html Product engineering services]

Directory:OEM application development

2011-05-13T05:12:28Z

Josephmark:

[[File:Telecom.png‎]]

[http://www.globallogic.com/OEM-application-development.html OEM Application Development Solutions] – For Smartphones and Mobile Devices

GlobalLogic partners with Original Equipment Manufacturers (OEMs) to help them bring new smart phones and other mobile devices to market. We develop and customize core phone applications like dialers on OEM handsets, as well as custom applications like media players. We also partner with OEMs to develop and customize UI frameworks that promote a brand; provide rich UI controls, animations and transitions; and expose APIs for developers who want to build OEM applications for a handset.

'''Our Focus Areas in [http://www.globallogic.com/OEM-application-development.html OEM Application Development] Market

Our core focus areas in the OEM market include the following:'''

*Core native application development on OEM handsets
*System integration for UIs and branding

'''Our Capabilities in Developing OEM Application'''

GlobalLogic has worked with multiple OEMs to deliver full lifecycle R&D and support services. Some of our capabilities include the following:

*Designing and integrating UIs and ensuring usability
*Designing and developing rich UI controls, custom animations & transitions and multi-touch events & gestures
*Developing frameworks and APIs
*Integrating native and custom applications (e.g., UI and low-level integration)
*Developing home screens / idle screens
*Managing remote devices (i.e., OMA-DM standards)
*Partitioning binary space for OEMs
*Developing drivers (e.g., special file system driver, external storage / cards access mechanisms, auto-run)
*Creating APIs for third-party developers
*Developing social networking aggregators and plug-in frameworks

'''Related Links -'''
[http://www.globallogic.com/OEM-application-development.html OEM application development]
[http://saasapplicationdevelopment.pbworks.com/w/page/38812382/Mobile-Application-Development Mobile application development]
[http://www.globallogic.com/intelligent-ideation.html Ideation services]
[http://www.globallogic.com/product-engineering.html Product engineering services]

Directory:OEM application development

2011-05-13T04:58:49Z

Josephmark: Created page with '[http://www.globallogic.com/product-engineering.html Product Engineering Services]:Meeting Dynamic Market Demands Companies of all sizes are challenged to develop high-quality p…'

[http://www.globallogic.com/product-engineering.html Product Engineering Services]:Meeting Dynamic Market Demands

Companies of all sizes are challenged to develop high-quality products, release new features ahead of the competition, and customize products for different languages, technologies and customer requirements – all while reducing operating costs and risks. With our Agile and Scrum-based methods for distributed product engineering (GlobalLogic Velocity™), GlobalLogic is uniquely equipped to help clients introduce innovative product engineering processes and develop product features that meet dynamic market demands and deliver value to end users.

'''Our Product Engineering Offering'''

GlobalLogic offers product engineering services for all stages of the software product development lifecycle, from product conceptualization to product extensions. Our core focus areas and capabilities in product engineering include the following:

''' Product Conceptualization & Development'''
*Performing product research and conceptualization
*Identifying and designing key features
*Selecting an architecture design & platform
*Adopting an appropriate development strategy
*Providing UI prototyping and technology POCs

''' Product Localization'''
*Extracting and localizing strings
*Updating graphic elements (e.g., screenshots, UIs, fonts, etc.)
*Enabling run-time language switching
*Resizing and rearranging dialog controls
*Rebuilding resource files
*Correctly formatting dates and times, currency values, and decimal numbers
*Testing the product’s look/feel, keyboard shortcuts, data display and compatibility

'''Product Customization & Implementation'''
*Integrating and customizing products to meet the end user’s requirements
*Installing the product at an end user’s site
*Training the end user on essential product skills
*Reinforcing product best practice
*Resolving any technical issues

''' Product Migration & Porting'''
*Operating System migration (e.g., Solaris, Linux, Windows)
*Pre .NET to .NET migration
*Application server migration
*J2EE to .NET migration and vice versa
*Proprietary architecture to an open, standards-based architecture (e.g., J2EE, .NET)
*Database migration (e.g., SQL Server, Oracle, DB2)
*Programming language migration
*Platform interoperability (mobile)

''' Product Extensions'''
*Identifying and quickly extending product functionality
*Extending product design and scope for cross-platform integration
*Extending product for web and smart devices

'''Related Links'''
[http://www.globallogic.com/product-engineering.html Product engineering services]
[http://www.globallogic.com/team-expansion.html Product engineering team]
[http://agileproductlifecyclemanagement.wikispaces.com/Product+Engineering+Services Product engineering services]
[http://www.globallogic.com/team-expansion.html Product engineering team]

Directory:Web Self Services

2011-05-06T12:21:11Z

Josephmark: Created page with 'File:Wss-overview.png‎ Traditional online services separate the customer's ability to ask for help from their ability to carry out tasks. Customers are limited in what th…'

[[File:Wss-overview.png‎ ]]

Traditional online services separate the customer's ability to ask for help from their ability to carry out tasks. Customers are limited in what they can actually do online and end up setting off on one-dimensional queries, often leading to frustration instead of results.

KANA's [http://www.kana.com/web-self-service.html Web Self-Service solution] takes care of the whole service experience. By coupling knowledge bases with transactional functions, there's no longer a disconnect between the information customers need and their online goals. Customers are given information they can act on, and are guided through productive, satisfying experiences from start to finish.

Web Self-Service is personalized to accommodate stages in the customer life cycle, customer value, and type of inquiry. Service managers can easily determine the point where online interactions go from cost-effective to "lost cause" and agent assistance is needed. Self-service seamlessly transitions to agents, who can step in to help out through email, chat or the co-browsing of web pages with customers.

Related Links
[http://www.kana.com/web-self-service.html web self services]
[http://www.kana.com/customer-service-consulting.html customer service consulting]
[http://www.kana.com/customer-service-software-solutions.html customer service software solutions]
[http://www.kana.com/service-knowledge-management-system.html Knowledge Management]

Directory:SEM Agent Desktop

2011-04-20T06:27:51Z

Josephmark: Created page with 'Make your agents your biggest asset.... Like all dedicated employees, agents just want to do their job well. But with rising customer expectations and the disconnected technolog…'

Make your agents your biggest asset....

Like all dedicated employees, agents just want to do their job well. But with rising customer expectations and the disconnected technologies agents have to work with, it's a losing battle. It's also why no one blames them for their notoriously high attrition rates.

KANA's [http://www.kana.com/agent-desktop/stack.php Agent Desktop] allows agents to actually focus on customers. Instead of alt-tabbing through multiple applications, agents access the information and functionalities they need in a single, unified desktop. And rather than have agents weed through every conceivable option, the desktop presents just those options that are relevant. With workflows clearly defined, answers are easy to find, services straightforward to provide.

And because Agent Desktop unifies information across service channels, customers get the same helpful response whether they contact you by chat, phone or email.

[[File:Solutions-desktop-overview.png‎]]

Related Links -
[http://www.kana.com/ customer service solutions]
[http://www.kana.com/customer-service-software-solutions.html customer service software solutions]
[http://www.kana.com/customer-service-experience-management.html customer service experience]
[http://www.kana.com/eservices.html eservice]

Directory:Knowledge Management

2011-04-08T10:00:30Z

Josephmark: Created page with 'File:Km-overview.png '''Make every agent your best agent''' Agents no longer need to spend time searching for the best answer because KANA's knowledge-infused process deliv…'

[[File:Km-overview.png]]

'''Make every agent your best agent'''

Agents no longer need to spend time searching for the best answer because KANA's knowledge-infused process delivers the right ones straight to them. Every agent is advantaged. And every customer benefits.

'''Balance your business goals with customer needs.'''

'''Intelligence at your agents' fingertips'''

You've calculated the cost of agent assistance down to the minute. Now wouldn't you rather have those agent minutes focused on the customer than spent on search? That's what SEM [http://www.kana.com/service-knowledge-management-system.html Knowledge Management] enables. Knowledge management puts intelligence at your agents' fingertips for fast, accurate and consistent response. Rather than search the knowledge base, agents are assisted by it. You'll find that agents don't need extensive and costly training to deliver high-quality results.
Contextual smarts

Every inquiry is evaluated in terms of a multitude of contextual specifics—customer value, type of inquiry, previous purchases and more—infusing the process with knowledge. Unlike narrow keyword searches, context-driven search provides many paths to knowledge, including clarifying questions and guided assistance to increase proficiency. With the contextual smarts of Knowledge Management, agent intelligence goes up and resolution time goes down.

Related links -
[http://www.kana.com/agent-desktop.html agent desktop]
[http://www.kana.com/web-self-service.html web self services]
[http://www.kana.com/customer-service-consulting.html customer service consulting]

Directory:Saas Applications

2011-03-25T12:15:23Z

Josephmark: Created page with 'GlobalLogic helps clients transition to a SaaS model by addressing unique requirements such as performance, configurability, scalability, security, management and compatibility. …'

GlobalLogic helps clients transition to a SaaS model by addressing unique requirements such as performance, configurability, scalability, security, management and compatibility. Our technology and usability experts deliver SaaS products that are sharp, fast and robust.

'''PaaS Development – Accelerating SaaS Products on a Cloud'''

Utilizing a PaaS solution can be key to accelerating SaaS products on a Cloud environment. Compared to the traditional means of building a [http://www.globallogic.com/cloud-computing.html SaaS application], a PaaS solution enables developers to create products in less time and with increased quality. GlobalLogic provides [http://www.globallogic.com/product-support.html product support service] development expertise for two classes of platforms:

* Commercial Off The Shelf (COTS) Platforms: Salesforce.com, Google App Engine, Aptana Cloud Studio
* Enterprise & Commercial Platforms: IBM Smart Business Cloud Solutions, Aptana Cloud Connect, Microsoft Azure, Apprenda SaaSGrid

'''IaaS Deployment Strategies'''

IaaS solutions provide an elastic model for Cloud application deployment. Leveraging IaaS for an application’s infrastructure also reduces operating and capital expenses by sharing computing resources. Our engineers are experienced with IaaS enablers in both private and public environments (e.g., Amazon EC2, Joyent Accelerators, Microsoft Azure, Nimbus, Eucalyptus).

'''Cloud-Based R&D Environments'''

Being specialists in Agile, we understand the importance of having access to on-demand development tools and infrastructure. Our platform for Agile development (Velocity PlatformTM) utilizes a well-integrated source code repository, as well as test and configuration management tools with roll-back features to successfully transition to Cloud-enabled development and test environments.

GlobalLogic also partners with IBM to integrate the Velocity PlatformTM with IBM Smart Business Development & Test on the IBM Cloud. This partnership helps clients improve their development and test efforts by (a) reducing provision cycles from weeks to minutes, (b) eliminating software defects by up to 30%, (c) reducing test and deployment times and (d) enabling the rapid configuration of environments across multiple projects.

'''Related Links'''
[http://www.globallogic.com/overview.html product lifecycle management]
[http://www.squidoo.com/outsourced-offshore-custom-healthcare-software-application-development advisory services]
[http://www.globallogic.com/velocity-method.html distributed software development]
[developing mobile applications http://www.globallogic.com/mobile.html]

Directory:EService

2011-03-25T11:03:57Z

Josephmark: Created page with 'KANA helps you deliver a world-class [http://www.kana.com/eservices.html eService] experience through any online channel. * KANA Response for Email sets the standard for hig…'

KANA helps you deliver a world-class [http://www.kana.com/eservices.html eService] experience through any online channel.

* KANA Response for Email sets the standard for high-volume email support. Automation, based on flexible business rules, ensures your customers get accurate, consistent answers to their service requests while increasing the productivity of your agents. Hundreds of leading companies use KANA to provide superior service at low cost via email.
* KANA Response Live for Chat and Collaboration makes online chat an effective customer service channel. Through intelligent routing, pre-formatted replies, real-time queue monitoring and Web page co-browsing, KANA Response Live helps you serve more customers faster, with better results. You can even use chat proactively to increase sales by monitoring customer activity on your website and offering live assistance, coupons and offers at just the right moment.

KANA eService solutions are designed to make your agents as productive as possible
KANA eService solutions are designed to make your agents as productive as possible
Features

KANA eService lets you offer consistent service across multiple channels, at very high volume, through:

'''Rules-Driven Processes'''
Intelligent business rules automate eService processes, like queue management, escalations, prioritization, message categorization, auto-acknowledgments and suggested replies.

'''Enterprise Interoperability'''
KANA eService is based on standards which make it easy to integrate with your other systems. This lets you automate message handling even more by dynamically incorporating back-end data into replies, based on the context of the support request.

'''Secure Messaging'''
KANA solutions automatically identify messages that need a secure response and route them to a secure web portal.

'''Enterprise Architecture'''
A multi-tenant architecture lets you use a single KANA eService installation to support many lines of business and dispersed service operations. Queues, routing, business rules, auto-acknowledgements, reply templates and reporting can be customized for each business unit.

'''Scalability and Reliability'''
The KANA eService architecture reliably scales to thousands of concurrent users and millions of simultaneous interactions.

'''Supported Platforms'''
KANA eService fully supports industry standard technologies including IBM AIX, Linux, Sun Solaris, Microsoft Windows, IBM DB2, Oracle, Microsoft SQL Server and VMWare.

Know more -
[http://www.kana.com/customer-service-consulting.html customer service consulting]
[http://www.kana.com/agent-desktop.html agent desktop]
[http://www.kana.com/email-response.html email response]

Directory:Customer Service Chat

2011-03-18T09:28:46Z

Josephmark: Created page with 'KANA Customer Service Chat Response Live combines customer web self service with instant escalation for an outstanding support experience. Your agents can immediately help custom…'

KANA Customer Service Chat Response Live combines customer web self service with instant escalation for an outstanding support experience. Your agents can immediately help customers complete their web self services transactions with live chat and web page co-browsing.

KANA Customer Service Chat Response Live automatically routes messages to the right queues, enables multiple live chat sessions per agent, pre-formats replies, and supports quick transfers and conferences with full session transcripts.

'''As a result KANA Customer Service Chat Response Live lets you:'''

* Increase the efficiency and professionalism of your agents
* Improve agent desktop performance with real-time queue and session monitoring
* Ensure the confidentiality of replies with KANA Secure Messaging
* Keep sessions private with a security model that has passed numerous audits by financial institutions
* Reduce total cost of ownership by centralizing administration for all channels and departments

'''Customer Service Chat'''

'''Customer Service Live Chat Features'''

'''High-performance Desktop'''
Configurable rules send inquiries to the right channel and agent queues, where agents can manage up to four text chat sessions at a time. Pre-defined responses and URLS, a spell checker, profanity blocker, and chat session transfer and conferencing keep your agents efficient and professional.

'''Secure Live Sessions'''
Built-in security ensures that you’re compliant with both corporate and legal privacy requirements. Business rules control co-browsing to prohibit a user from viewing or entering text into a web-form field, limit co-browsing to appropriate URLs, and disable submit buttons for one or more users. SSL encryption, user authentication, and desktop and session security keep data private throughout the session.

'''Quality Monitoring'''
Service level monitoring offers real-time insight into queues and agent group performance. Supervisors can silently monitor agents with real-time access to chat and co-browse interactions. Detailed session data includes participants, length of the session, transcripts, web pages co-browsed and length of time on each page.

'''Multi-tenant Architecture'''
Designed for enterprise customer service solutions operations, the multi-tenant architecture supports multiple departments with a separate configuration for each including look and feel, business rules, user accounts, security, language, pre-formatted responses and queues.

Know more -

[http://customerserviceconsulting.pbworks.com/w/page/37919445/Customer-Service-Chat customer service consulting]
[http://www.kana.com/agent-desktop.html agent desktop]
[http://www.kana.com/eservices.html eservice]
[http://www.kana.com/email-response.html email response]

Directory:KANA Software

2011-02-22T07:07:01Z

Josephmark: Created page with 'File:Knowledge_management,_case_management,_business_process_management_and_CRM_for_customer_service_and_contact_center_solutions_1297310927715.png KANA helps the world’s …'

[[File:Knowledge_management,_case_management,_business_process_management_and_CRM_for_customer_service_and_contact_center_solutions_1297310927715.png]]

KANA helps the world’s best known brands master the service experience. KANA, the leader in Service Experience Management, provides solutions that deliver a customer-focused service experience that successfully balances customer interests with business goals. Service Experience Management uniquely unifies business process, case and knowledge management for customer service organizations. It leverages KANA's expertise in delivering consistent service across all communication channels, including email, chat, call centers, and Web self-service. KANA's Service Experience Management solutions allow companies to control every step within each customer interaction to deliver the ideal service experience.

KANA's clients report double-digit increases in customer satisfaction, increased revenue growth while reducing contact center costs by an average of 20 percent. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies.

KANA is owned by Accel-KKR. Accel-KKR is a technology-focused private equity firm located in the Silicon Valley, with a strong track-record of success.
Solutions. KANA is a complete solution for mastering the multi-channel service experience spanning the contact center agent desktop, email management, chat management, agent knowledge, and web self-service.

'''Global Strategic Alliance'''
KANA maintains a global strategic alliance with IBM. Partners since 2001, KANA and IBM have together delivered more than 50 successful implementations for many of the world’s largest and fastest growing companies including AT&T, Cigna, JetBlue, MetLife, 02 and TD Waterhouse.

Know more - [http://www.kana.com/ customer service solutions]
[http://www.kana.com/customer-service-chat.html customer service chat]
[http://www.kana.com/service-knowledge-management-system.html Knowledge Management]
[http://www.kana.com/agent-desktop.html agent desktop]