One platform. More leverage
The SEM platform is designed to fit into your existing architectural framework and application ecosystem to deliver business flexibility, cross-channel consistency, and good experiences in customer service.
The SEM platform leverages your existing technology investments by integrating with your enterprise data, applications, and messaging systems. The platform is designed and built on service-oriented architecture (SOA) standards. That means costly point-to-point integration and application upgrades are simplified, unburdening IT in the process.
The Design–Orchestrate–Listen methodology, the cornerstone of SEM, enables interfaces to be created visually and/or automatically. Any enterprise system can be tapped into–typically without requiring re–write or replacement. That means business can respond rapidly to change without putting additional strain on IT.
Service experiences, delivered through the adaptive desktop, are consistent across communication channels—phone, email, chat and social communities—even when your customer base doubles in size or product development takes an unexpected turn. Business is happy. Customers are happy. And IT, well, they just can't stop smiling.
Don't write code. Use KANA's Services for Messaging, Knowledge Management and Case Management. SEM blends Knowledge Management into case management to create a new generation of knowledge-infused customer service solutions. SEM also is BPM for the customer service process: the first true example of the power of standards-based BPM principles being applied to a process-specific SOA platform. Messaging services provide gateways to customer conversation channels – ranging from phone, email, chat and web forms to social channels.
SEM is able to Orchestrate across all of your data, transactions and content because the DOL methodology is hitched to a powerful Integration Hub. KANA understands that delivering technology components or parts of a solution isn't sufficient to meet the demands of today's customer service organisations. KANA also realises that it will always be necessary to integrate with other corporate solutions, therefore part of the power of KANA SEM comes from providing not only a cohesive and adaptable Service Experience Management solution but one which also provides refined access to your other enterprise systems.
You can use the immense power of reports, dashboards and analytics that come out-of-the-box with KANA SEM. Or you can integrate with the Business Intelligence tool of your choice.
The incredibly context-rich, cross-channel session information that flows from the SEM platform provides significantly better grist for your BI mill. Much better, much more granular information about the service experience means your standard reporting & analytics tools will yield greater insight. More significantly, SEM uses that insight to drive real-time optimization.
SEM can be deployed on premise or in the cloud—whichever best meets your needs and budget requirements.
