Datasheets

Explore our library of white papers to learn best practices, strategies, and different ways your organization can improve the customer experience you deliver.

• KANA SEM Knowledge Management
  KANA’s SEM KM is about delivering the right knowledge in the context of work. Most KM engines are all about the query: the handful of words a user chooses to type. But, in a customer service interaction, enterprises increasingly have enormous context for understanding the nature of and background for the customer’s query.
• KANA SEM Adaptive Desktop
  Service Experience Management (SEM) delivers the solution with the Adaptive Desktop. The Adaptive Desktop dynamically responds to the needs of your agents during each service interaction.
• KANA SEM Integration
  To eliminate the need for custom–coding to application-specific APIs, SEM leverages standard web services. SEM then adds an SCA wrapper around the web service in order to expose it to the design tools used by the business.
• KANA SEM Screen Designer
  A key component of SEM, the Screen Designer works seamlessly with the Experience Flow™ Modeler to provide a highly adaptable and flexible solution for modeling service processes and generating the user interface required for each one. The SEM Screen Designer enables service organizations to adapt immediately to changing business requirements.
• KANA SEM Visual Experience Designer
  The Visual Experience Designer offers business-level control for planning, designing, managing resources, and testing each business process. Business owners use web based graphical tools to define the service process, and when it needs to change they can quickly modify and republish the new version.