don’t rip and replace – wrap and renew! · •by leveraging business process management (bpm)...
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Don’t Rip and Replace – Wrap and Renew!March 10, 2014
Joe LazewskiDirector, North American Financial Services
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How many of you have to maintain 10 or more different applications to support your customer service environment? More than 20??
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The Complexity Chain
• The pain of legacy systems extends far beyond IT
• User having to hop from screen to screen and application to application to complete their job increases time required to complete work
• Outdated and multiple systems increase training time
• The real victim of IT complexity is your customer
‐ Long wait times
‐ Repeated information
‐ Inconsistent answers
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How many of you are considering ripping out/replacing legacy systems??
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Rip and Replace
• Typically the solution to legacy systems is to replace them with new ones.
• Rip and Replace is generally a very costly and time consuming process
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How can you use the assets you have today, but still transform your customer and agent experience??
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Wrap and Renew
• You can hide the complexity of legacy systems from your users and customers by leveraging a platform that offers the capability to wrap and renew
• By leveraging a unified desktop, BPM capabilities, and SOA; you can deliver a simplified experience free of the complexity of legacy systems
• KANA Enterprise allows you to access the data from disparate systems and combine them into a single, unified desktop
• Rather than presenting your users with too much data on a screen, Smart Context intelligently present just the information relevant for the particular issue being addressed.
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Is your business requesting new requirements that you cannot respond to in a timely manner??
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Gain Business Agility
• Wrap and renew also addresses the increasing requirements for improved business agility – the need to adapt business processes in step with frequent product launches, changing customer preferences and regulations – and the difficulty of achieving it in the complex IT environment of the enterprise
• By leveraging Business Process Management (BPM) capability and a Services Oriented Architecture (SOA), you can avoid the lengthy development cycles to make update existing systems for new requirements
• A platform that provides BPM and SOA capability helps you get more value from your applications faster
• KANA Enterprise provides a platform that combines BPM and SOA with a unified desktop to deliver Business Agility
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How long is your development cycle to implement new enterprise systems??
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• Wrap and renew approach deployment times are a mere fraction of the multiyear replacement projects
• At a large British insurer, KANA went live with a unified desktop integrating 15 systems in just 10 weeks
Several KANA customers have been able to reduce their training time by 50 percent
Many KANA customers have saved millions of dollars annually due to increased agent productivity
• One KANA customer describes the benefits they have achieved:
Real Results. Real Fast.
We have gone from high-cost, low reliability, antiquated complex systems to a modern, high quality, easily configurable one, and the CSRs, IT support staff and Contact Center Management could not be happier.
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KANA Overview
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Our Mission.
To provide leading customer service
solutions that empower our customers to create experiences that count,
for their customers –everywhere they
engage
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KANA Software. By the Numbers
1millionseats in use
30,000agent seats at largest customers
900customers served globally within top 20 by industry
60%average number
of customers 730employees
that are KANA customers25% Fortune 100
worldwide
250 public sectoragencies assisted
100% focused oncustomer service
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customer ecosystem
Utilities & Industry
Telecoms & Media
Public Sector
Retail
Financial Services
Travel & Hospitality
KANA’s Vertical Focus.
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How KANA is Helping Customers. The 3 C’s
Consistent
Just the processes and information I need, when I
need them
Complete Contextual
Seamless channel transition, no matter when, where or
how you engage
Same quality of experience and outcome on all channels
17Source: KANA Customer Case Studies
Incre
ase in
Sales C
on
versio
ns
10%
Incre
ase in
Cu
stom
er Satisfactio
n
Incre
ase in
Pro
du
ctivity
15% 15%
De
crease
in A
verage
Trainin
g Time
20%
De
crease
in in
bo
un
d C
alls
De
crease
in C
om
plain
ts
Incre
ase in
First Call R
eso
lutio
n
De
crease
in C
ase R
eso
lutio
n Tim
e
30% 30% 30% 30%
De
crease
in In
bo
un
d Em
ails
40%
De
crease
in N
ew H
ire Train
ing C
osts
50%
De
crease
in O
p Ex in
6 m
on
ths
60%
Customer Success. Across Every Metric
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Deep Contextual Awareness
Our Business Solutions.Next-Generation Customer Service by Design
Dynamic Agent DesktopGoal-Oriented Flows
Knowledge ManagementEmail ManagementCase Management
Campaign ExecutionLive Chat and Co-BrowsingCross Channel Interaction
CTI & Back Office AdaptorsProcess Guidance
Work BlendingUnified Interaction History
Web Self-ServiceKnowledge in Context
Agile ChannelingService & Sales Processes
Live Chat and Co-BrowsingEnterprise Search
Click to CallVirtual Assistant
Email ManagementSecure Messaging
Video Services
Social Channel MonitoringDirect Channel MonitoringNLP-Based Text AnalyticsSocial Listen and Respond
Community Platform Activity Streams
Engagement & Reputation
Mobile Employee ServiceCase Management
Live ChatMulti-Device Consumer
Secure PaymentsSMS
Omni-Channel Customer Service SuiteAgile and Intentional
ChannelingMulti-Channel and
Cross Channel
Agent Experience Web Experience Social Experience Mobile Experience
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KANA Agent Experience.Unified Adaptive Desktop for the Contact Center
STREAM
Direct Messages
Interactions
1000004 Stream
Stream
@ jlnorwood mentioned 1000004
@ ClareDorrian mentioned 1000004
@ jlnorwood mentioned 1000004
Mr David Campbell is a VIP Customer. Can you help me with his case?
1h
Sure can. You know we have a high broadband package transfer offer?
1h
Yes. I saw the Broadband Gold, but he’s not interested.
1h Reply
Reply
Reply
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KANA Web Experience.Knowledge for Self-Service, Live Chat and Virtual Assistance
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KANA Social Experience. Social Listen and Respond, Text Analytics, Community Knowledge
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KANA Mobile Experience. Anytime, Anywhere, Any Device
Location-based Mobile Service Request Mobile Chat Mobile Payments
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KANA Enterprise. Business Architecture
Dynamic Case Management
KnowledgeManagement
Business ProcessManagement
Insight, Analytics, Reporting
Dat
abas
es
Lega
cy C
RM
Mar
keti
ng
BI
Tele
ph
on
y
Bill
ing
WFO
Exec Dashboard Interaction Data
Operational Reports
Rich, Process Information
Ad
apto
r Li
bra
ry
Integration Services
CORBA
COM
COBOL
JMS
Web Services
MQ
SOAP
EJB
VXML
Email Voice Chat Store Whitemail Kiosk Mobile Web Blogs Twitter Forums Community
Interaction Management
Agent Experience
Agent Desktop Web Self ServiceWeb Chat, Call Back
and Co-Browse
Email Management, Scanned Documents& Secure Messaging
Social Listening and Community
Web Experience Mobile Experience Social Experience
Dynamic Scripting & Outbound Campaigning
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Vertical Solutions
User Experiences
Channels
KANA Enterprise. Conceptual Architecture
Future Releases, Release Dates, and Release Content are Subject to Change.
Agent SocialWeb Mobile
Business Applications
Customer Management
Knowledge Management
Email Management and Secure Messaging
Role Driven Desktop
Case Management
Live Chat and Co-browse Experience Analytics
White Mail Management
Experience Community
Platform Capabilities
Reporting & Analysis Framework
Personalization & Customization
Adaptive UI
Visual Experience Designer – Service Experience Orchestrator – Service Experience Listener
Messaging Services
Knowledge Services
Adaptive Case Services
Business Process Management
Integration Services
Context Aware Service Oriented Architecture (SOA)
Email Voice Chat Branch Whitemail Kiosk Mobile Web Blogs Twitter Forums Community
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KANA Enterprise. Component Architecture
JEE Application Server
Web Container
UnifiedAcceptor (HTTP)
SOAPAcceptor
BatchAcceptor
TestsuiteAcceptor
LicenseServer
HotupdateAcceptor
Un
iversal Co
ntro
ller
SOAP
Java
HTTP
JMS
Security
ProviderJDBC
LDAP
Security Store
Data
Workflow Session
State
KE-RE
ProcessKernel
WorkflowKernel
DebugAcceptor
KE-DK
Debug Tool
Offline Channels
SMS
Data
Interaction Manager
Web Client
SOAP Integration
External Clients
Batch Processing
Internal Process Tester
Internal Clients
Online Channels
TelephonyText Chat
Secure Messaging
Knowledge
Search
Index
Filter
Spider
JDBC
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KANA Enterprise. Flexible Web Architecture
CMS
Profile Management Call Backs Webform/Email
Knowledge Webchat Interaction History
Customer Registration
Custom Processes
Pre
sen
tati
on
Lay
er
Bu
sin
ess
Pro
cess
Lay
er
Website Framework
Content Management
Styling
Layout
HTML
KANA Content in CMS Pages
CMS Pages built on KANA Service Layer
Service API’s
KANA Enterprise Pages
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KANA Enterprise. Interaction ManagerP
roce
sse
sP
latf
orm
CTI
Core Processes
Framework Processes
Core Processes
Interaction Manager
Telephony Channel Provider State Engine
Telephony Channel Providers
Call State Machine
Cisco Avaya Genesys Nortel
CTI
Agent State Machines
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KANA Enterprise. Security And Audit
Logon Do Work
Roles
Teams
Customer LinksAgent
• Authentication from Directory
• Permissions assigned by Users, Teams, Roles, Skills, Customer
• Flexible Entitlements: Process and Sub Process level access
• Business Admin for Assignment
Layered Security Model
•Sessions
•Processes
•Actions
•Updates
Flexible Audit Controls
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KANA Enterprise. Platform Architecture
Browser Access Tier
Firefox Internet Explorer Chrome
Contact Management Knowledge Management
Customer Profile Case Management
Business Process Engine
Java Enterprise Container
Virtualised OS Infrastructure
Database Layer
Integration Tier
CiscoAvaya
Genesys
SOAPRESTHTTPJMSXML
EJB/JBCOBOL
File System
Database
SecurityAudit
Reporting
LDAPActive Directory
EntitlementSSO
DashboardsOperational
reports
Historical reports
Report Writer
WebLogic JBoss WebSphere
Linux AIX Windows Solaris HP-UX
Oracle DB2 SQL Server MySQL Informix
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KANA Enterprise. Highly Scalable
• Scalable at all tiers
• N+1 application servers
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KANA Enterprise. Resilience and Disaster Recovery
Telephony
System
E.g. Avaya
Data Centre
Application Servers
(N+1)
Policy System
E.g. AS400
Screen Scraping
Services
E.g.VHI
PRD Application Servers x5
File Servers
Inbound Email Server
Exhange
DBSQL Server
Content
Management
Eg. Sharepoint
Web Services
CC 1 CC2
Web User
Cisco LB
(with backup)
Disaster Recovery
Wide Area Network
Firewall (External)
Firewall (internal)
Reverse Proxy
Telephony
System
E.g. Avaya
DR Site
Application Servers
(0.75 N)
Policy System
E.g. AS400
Screen Scraping
Services
E.g.VHI
DR Application Servers x3(also used for Load Test
and Training)
File Servers
Inbound Email Server
Exhange
DBSQL Server
Content
Management
Eg. Sharepoint
Web Services
Cisco LB
(with backup)
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KANA Product Strategy. Customer-Centric
Protect and enhance your product investment while easing upgrade to later releases and versions
Extend your existing solution with value-added applications and capabilities
Converge the best of all existing functionality and net new features into a single unified platform for all
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KANA Global Services. Value Delivered
KANA ConsultingBPM and Case ManagementKnowledge ManagementCustomer ExperienceSocial Media
KANA Managed ServicesApplication HostingApplication ManagementSystem AssuranceRemote Services
KANA EducationClassroom TrainingeLearningUser CertificationCenter of Excellence
KANA SupportTiered Programs24/7 “Follow the Sun”Self-Service PortalCustomer Community
Maximize ValueBusiness Process EvaluationProof of Concept (POC)Systems & Hardware Advisory
Protect InvestmentNew Release UpdatesScheduled Health ChecksPerformance Workshops
Next GenerationProcess RedesignUpgrade & Migration ServicesBest Practice Advisory
Implementation SuccessProven MethodologyRapid & Phased Go-liveCustomization and Integration
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Analyst Commentary.
Not all enterprises have simple, customer service requirements. Some
require complex yet reproducible processes that cut across functional silos and require agents to access data from both front- and back-office applications
to answer customer requests. These enterprises are increasingly relying on customer service solutions like KANA
with native BPM capabilities.
Source: The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012, Forrester Research
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Your Customers’ Experience is ImportantDelivering Customer Experiences that Count
• Customer journeys are more complex
• Routinely span all channels
• Demand consistency across interactions
• Expect contextual personalization
Source: Forrester 2011
0%
20%
40%
60%
80%Percent of Respondents
Voice (agent)
Fax Voice (self)
Email Web SMS Chat Video Social
Media
IM
2010 2012
• More channels are available (Social)
• Delivering real choice at less cost
• Deflecting from the contact center
37% of those who couldn’t find the
information they wanted online…defaulted
immediately to the phone channel
Source: Forrester Research, Sep 2011
• Lack of consistency• Poor speed to
resolution• Inability to easily
channel surf• Leads to the phone
We manage close to 30,000 search sessions per day and that number continues to climb. Without KANA's intelligent customer service
applications, we would probably not have succeeded in beating our cost savings goals
while still delivering the benchmark level of service demanded by our customers.
Source: George Barnes e-Business Manager, Xerox
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Why Businesses Choose KANA
• 100% focused on customer service
• Close on 20 years enterprise software and services experience
• History of delivering world-class service applications across channels
• Deep roots within the contact center
• Home to and relied upon by many of the world’s best-known brands
• Finger on the pulse of today’s customer experience needs
Experience Counts™
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