Don t Rip and Replace Wrap and Renew! March 10, Joe Lazewski Director, North American Financial Services

Transcription

1 Don t Rip and Replace Wrap and Renew! March 10, 2014 Joe Lazewski Director, North American Financial Services 1

2 ? More How many of you have to maintain 10 or more different applications to support your customer service environment? than 20? 2

3 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hop from screen to screen and application to application to complete their job increases time required to complete work Outdated and multiple systems increase training time The real victim of IT complexity is your customer Long wait times Repeated information Inconsistent answers 3

4 ? out/replacing How many of you are considering ripping legacy systems? 4

5 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 5

6 ? and How can you use the assets you have today, but still transform your customer agent experience? 6

7 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. 7

8 ? to Is your business requesting new requirements that you cannot respond in a timely manner? 8

9 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 9

10 ? implement How long is your development cycle to new enterprise systems? 10

11 Real Results. Real Fast. 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: 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. 11

12 KANA Overview 12

13 Our Mission. To provide leading customer service solutions that empower our customers to create experiences that count, for their customers everywhere they engage 13

14 KANA Software. By the Numbers 1 million seats in use 730 employees worldwide 25% 30,000 agent seats at largest customers 900 customers served globally Fortune 100 that are KANA customers 250 public sector agencies assisted 60% average number of customers within top 20 by industry 100% focused on customer service 14

15 KANA s Vertical Focus. Travel & Hospitality Telecoms & Media Financial Services Utilities & Industry customer ecosystem Retail Public Sector 15

16 How KANA is Helping Customers. The 3 C s Consistent Complete Contextual Same quality of experience and outcome on all channels Seamless channel transition, no matter when, where or how you engage Just the processes and information I need, when I need them 16

17 Customer Success. Across Every Metric 10% 15% 15% 20% 30% 30% 30% 30% 40% 50% 60% Decrease in Op Ex in 6 months Decrease in New Hire Training Costs Decrease in Inbound s Decrease in Case Resolution Time Increase in First Call Resolution Decrease in Complaints Decrease in inbound Calls Decrease in Average Training Time Increase in Productivity Increase in Customer Satisfaction Increase in Sales Conversions Source: KANA Customer Case Studies 17

18 Our Business Solutions. Next-Generation Customer Service by Design Deep Contextual Awareness Agent Experience Web Experience Social Experience Mobile Experience Dynamic Agent Desktop Goal-Oriented Flows Knowledge Management Management Case Management Campaign Execution Live Chat and Co-Browsing Cross Channel Interaction CTI & Back Office Adaptors Process Guidance Work Blending Unified Interaction History Web Self-Service Knowledge in Context Agile Channeling Service & Sales Processes Live Chat and Co-Browsing Enterprise Search Click to Call Virtual Assistant Management Secure Messaging Video Services Social Channel Monitoring Direct Channel Monitoring NLP-Based Text Analytics Social Listen and Respond Community Platform Activity Streams Engagement & Reputation Mobile Employee Service Case Management Live Chat Multi-Device Consumer Secure Payments SMS Multi-Channel and Cross Channel Omni-Channel Customer Service Suite Agile and Intentional Channeling 18

19 KANA Agent Experience. Unified Adaptive Desktop for the Contact Center jlnorwood mentioned Yes. I saw the Broadband Gold, but he s not interested. 1h ClareDorrian mentioned STREAM Stream Direct Messages Interactions Sure can. You know we have a high broadband package transfer offer? jlnorwood mentioned Mr David Campbell is a VIP Customer. Can you help me with his case? 1h Reply Reply 19

20 KANA Web Experience. Knowledge for Self-Service, Live Chat and Virtual Assistance 20

21 KANA Social Experience. Social Listen and Respond, Text Analytics, Community Knowledge 21

22 KANA Mobile Experience. Anytime, Anywhere, Any Device Location-based Mobile Service Request Mobile Chat Mobile Payments 22

23 WFO Billing Telephony BI Marketing Legacy CRM Databases Adaptor Library KANA Enterprise. Business Architecture Voice Chat Store Whit Kiosk Mobile Web Blogs Twitter Forums Community Agent Experience Web Experience Mobile Experience Social Experience Agent Desktop Dynamic Scripting & Outbound Campaigning Web Self Service Web Chat, Call Back and Co-Browse Management, Scanned Documents & Secure Messaging Social Listening and Community Dynamic Case Management Knowledge Management Interaction Management Business Process Management Insight, Analytics, Reporting Integration Services Exec Dashboard Interaction Data CORBA COM MQ SOAP Operational Reports Rich, Process Information COBOL EJB JMS VXML Web Services 23

24 Future Releases, Release Dates, and Release Content are Subject to Change. KANA Enterprise. Conceptual Architecture Channels Vertical Solutions Voice Chat Branch Whit Kiosk Mobile Web Blogs Twitter Forums Community User Experiences Agent Web Social Mobile Case Management Knowledge Management Experience Community Business Applications Management and Secure Messaging Live Chat and Co-browse Experience Analytics White Mail Management Role Driven Desktop Customer Management Adaptive UI Personalization & Customization Reporting & Analysis Framework Platform Capabilities 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) 24

25 KANA Enterprise. Component Architecture Security Provider LDAP JDBC Security Store External Clients JEE Application Server Workflow Session State Web Client Web Container KE-RE Offline Channels SOAP Integration Internal Clients Batch Processing Internal Process Tester UnifiedAcceptor (HTTP) SOAPAcceptor BatchAcceptor TestsuiteAcceptor HotupdateAcceptor Universal Controller Workflow Kernel Process Kernel Interaction Manager JMS HTTP Secure Messaging SMS Online Channels Telephony Knowledge Text Chat KE-DK Debug Tool DebugAcceptor LicenseServer Java SOAP JDBC Index Search Spider Filter Data Data 25

26 Business Process Layer Presentation Layer KANA Enterprise. Flexible Web Architecture KANA Enterprise Pages KANA Content in CMS Pages CMS Pages built on KANA Service Layer CMS Website Framework Content Management Styling Layout HTML Service API s Profile Management Call Backs Webform/ Customer Registration Knowledge Webchat Interaction History Custom Processes 26

27 CTI Platform Processes KANA Enterprise. Interaction Manager Core Processes Framework Processes Core Processes Interaction Manager Telephony Channel Provider State Engine Agent State Machines Call State Machine Telephony Channel Providers Cisco Avaya Genesys Nortel CTI 27

28 KANA Enterprise. Security And Audit Layered Security Model Flexible Audit Controls Roles Authentication from Directory Permissions assigned by Users, Teams, Roles, Skills, Customer Sessions Processes Actions Updates Agent Teams Customer Links Flexible Entitlements: Process and Sub Process level access Logon Do Work Business Admin for Assignment 28

29 KANA Enterprise. Platform Architecture Integration Tier Cisco Avaya Genesys SOAP REST HTTP JMS XML EJB/JB COBOL File System Database Browser Access Tier Firefox Internet Explorer Chrome Business Process Engine Contact Management Knowledge Management Customer Profile Case Management Java Enterprise Container WebLogic JBoss WebSphere Virtualised OS Infrastructure Linux AIX Windows Solaris HP-UX Database Layer Oracle DB2 SQL Server MySQL Informix Security Audit Reporting LDAP Active Directory Entitlement SSO Dashboards Operational reports Historical reports Report Writer 29

30 KANA Enterprise. Highly Scalable Scalable at all tiers N+1 application servers 30

31 KANA Enterprise. Resilience and Disaster Recovery Data Centre Web User CC 1 CC2 Inbound Server Exhange Content Management Eg. Sharepoint Firewall (External) Reverse Proxy Firewall (internal) Telephony System E.g. Avaya Telephony System E.g. Avaya File Servers Screen Scraping Services Application Servers (N+1) PRD Application Servers x5 E.g.VHI Wide Area Network Policy System E.g. AS400 DB SQL Server Web Services Cisco LB (with backup) Disaster Recovery Cisco LB (with backup) DR Site Inbound Server Content Management Eg. Sharepoint Exhange Application Servers (0.75 N) DR Application Servers x3 (also used for Load Test and Training) Screen Scraping Services E.g.VHI File Servers Web Services Policy System E.g. AS400 DB SQL Server 31

32 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 32

33 KANA Global Services. Value Delivered KANA Consulting BPM and Case Management Knowledge Management Customer Experience Social Media Implementation Success Proven Methodology Rapid & Phased Go-live Customization and Integration KANA Education Classroom Training elearning User Certification Center of Excellence Next Generation Process Redesign Upgrade & Migration Services Best Practice Advisory Maximize Value Business Process Evaluation Proof of Concept (POC) Systems & Hardware Advisory KANA Managed Services Application Hosting Application Management System Assurance Remote Services Protect Investment New Release Updates Scheduled Health Checks Performance Workshops KANA Support Tiered Programs 24/7 Follow the Sun Self-Service Portal Customer Community 33

34 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 34

35 Your Customers Experience is Important Delivering Customer Experiences that Count We manage 37% of those close to who 30,000 search sessions couldn t find the Without 40% information KANA's they intelligent wanted customer service applications, 20% online defaulted we would probably not have succeeded 0% immediately in beating to the our cost savings goals while phone still delivering channel the benchmark level Percent of Respondents 80% per day and that number 60% continues to climb. More channels are available (Social) Delivering real choice at less cost Deflecting from the Source: Forrester Research, Sep 2011 contact center Customer Lack of consistency journeys are Poor more speed complex to Routinely resolutionspan all channels Inability to easily Demand channel surf consistency across Leads to interactions the phone Expect contextual personalization of service demanded by Voice our Faxcustomers. Voice Web SMS Chat Video Social (agent) (self) Media Source: George Barnes e-business Manager, Xerox Source: Forrester 2011 IM 35

36 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 36

37 37