KANA Enterprise
Agent Desktop
The KANA Enterprise Agent Desktop is a dynamic, easy to-use, multichannel and
knowledge-based desktop that provides unified access to all the applications
and information required by agents handling customer cases. Combining
knowledge management, case management and channel management
technologies into a single platform, the KANA Enterprise Agent Desktop
empowers your agents and supports their decision making to help provide
differentiated and personalized customer service.
Find the Right Solution:
One of the consequences of automating customer service processes and
the drive toward customer self-service is that when a customer call reaches
the service desk, it is typically one that is unpredictable and not easy to solve.
Research shows that most customers will still use the contact center as their
channel of choice when it comes to difficult and complex issues.
As a result, the employee serving the customer must have deeper knowledge,
a wider skill set and access to a wide variety of business applications to progress
the customer issue. To successfully close the customer issue, employees must be
Key Points:
KANA Agent Desktop helps customers:
Obtain a 360-degree
customer view
Eliminate time-consuming
application switching
Use knowledge
management to help
provide personalized and
contextual customer service
Improve agent productivity
and the management of
complex customer cases
using case management
Increase first-time issue
resolution
Drive upsell opportunities
Support employee
decision making
The ultimate reward with
any new system is quick
results, and that’s what
we achieved with KANA.
The KANA system enables
prompt support and helpful
advice, which benefits our
customers and employees.
KANA Enterprise Unified and Adaptive Agent Desktop
Emmet Feeney, eircom
equipped to handle this unpredictability and complexity.
To do this effectively, they must be empowered with
tools and business applications that support employee
decision making.
KANA Enterprise helps empower employees and supports
decision making through the integration of customer
channels, case management, knowledge management
and third-party applications. The Agent Desktop helps
agents work with customers and cases across a variety
of channels (telephone, email, chat, social, mobile or
campaign) all via a single user interface.
Using knowledge management, the agent desktop
interface dynamically changes based on the context
of the customer engagement to present the most
appropriate knowledge to the agent. Work is presented
to agents via a work list underpinned by the KANA
Enterprise Smart Engagement® omnichannel routing
and queuing engine, which helps ensure that the right
work reaches the right employee at the right time.
A very rich integration framework is supported to
integrate customer service case management processes
to legacy systems, such as CRM, ERP and ECM, eliminating
the application switching that causes frustration for the
KANA Enterprise Case Summary Screen
• Knowledge-infused process execution to guide and support agents
• Smart Context to present the most appropriate
knowledge to the agent
agent and delays for the customer.
• Activity Streams to support agent and
supervisor collaboration
The KANA Agent Desktop also includes an activity stream
• Case handling and guidance
viewer. Activity Streams is a notification and discussion
feature that facilitates enhanced collaboration between
• Legacy system integration to eliminate application switching
agents and supervisors. It helps organizations address
• Agent and supervisor reports and statistics
the limitations of email-only employee communication
and support the collaboration needs of today’s contact
center workforce.
Discover the Features:
Experience the Results
KANA customers have achieved the following results:
• Tripled First Contact Resolution (FCR) to 90 percent
• 75-percent reduction in follow-up actions, saving $4.6M
• Unified and adaptive Agent Desktop
• Knowledge, process, channel and data integration
• 360-degree view of customer profiles
• Omnichannel routing and queuing of work to
agent work lists
• 10-percent increase in sales conversions
• 30-percent decrease in case resolution time
• 33-percent reduction in agent training time
• Live integration of 15 systems in 10 weeks
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