‘Omni-channel’ customer service from KANA

KANA has introduced what it calls the first unified and omni-channel customer service platform to fully meet the demands of the modern customer. The new version of KANA Enterprise features dynamic case management; Web self-service; proactive and mobile chat; co-browsing; social listening, proactive analytics and community engagement; e-mail, campaign and white mail management; and profound knowledge management capabilities, KANA reports.

The company explains the following components of the enhanced suite:

KANA Enterprise Agent Experience features a business process-based and goal-oriented dynamic case management backbone, with a modern user interface that adapts in real time to the context of the interaction at hand.

KANA Enterprise Web Experience offers interactive channel choices such as video, virtual assistant and knowledge delivered proactively and in context—reducing unnecessary burden so agents can focus on higher-value customers and more complex service scenarios.

KANA Enterprise Social Experience embeds social media directly into the agent desktop with full listen and respond capabilities, social community support including crowd-sourced knowledge curation and agent collaboration via activity streams.

KANA Enterprise Mobile Experience ensures customers and employees have the same access to the service channels they depend on such as chat, e-mail, social and search.

KANA Enterprise is available immediately and in a variety of licensing and deployment scenarios, including cloud, on-premises and hybrid models.