The D-O-L difference
For growing companies and evolving consumers, best practices aren't best forever. Process improvement is key. Fortunately, it's also a key innovation of the KANA SEM platform.
The unique methodology of the KANA SEM platform enables you to design, implement and fine-tune the service experience across all service channels. We call it Design-Orchestrate-Listen. Clients call it a competitive advantage.
Drag-and-drop functionalities allow service executives to design a context-driven user interface from a repository of components such as agent and system steps, scripts and user interfaces, and industry specific features. No coding needed. The desired business process is orchestrated across people, data and technology to let your ideal service experience unfold.
Service managers can monitor service processes and key performance indicators in real time, triage delicate situations while they unfold, and adapt the service experience in step with customer response and product evolution. What's more, customer service executives can design and deploy changes within minutes, not months. No huge IT effort or overhaul needed. That's money.
