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Excellent Customer Service with Service Experience Management

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Design your ideal service experience and implement it alongside the technology you already have. Roll out changes in minutes, not months. That’s the promise of Service Experience Management (SEM), for your customers.
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  • Added: March, 16th 2011
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  • File size: 192.26kb
  • Pages: 3
  • Tags: customer service solutions, customer service experience, knowledge management
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Excellent Customer Service with Service
Experience Management

IT organizations are constantly at work trying to integrate siloed business applications in order to
enable efficiencies for generating quick and effective responses to the needs of the business.
Generally these integrations are implemented from point to point. As the need for integrating
applications is increasing, the landscape is becoming more complex. The tendency toward
fragility is becoming more prominent in applications and also increasing the costs of maintaining
these integrations.
With massive backlogs and integration processes being costly and time-consuming, only urgent
and critical projects are tended to. This affects many important integration issues that are never
addressed leading to poor customer experience and lower profits.
Easily Integrate Applications via Web Services
The need for custom-coding to application specific APIs is completely eliminated as SEM
(service experience management) leverages standard web services.




KANA IQ makes web self-service a rewarding experience for your customers




SEM then adds an SCA (service component architecture)
wrapper around the web service in order to expose it to the design tools meant for business
usage. The wrapper interfaces are mostly created visually and/or automatically and are a one
time effort that frees IT from the burden of constructing point to point integrations. Once the
interface is ready, the web service or data is exposed within the SEM designers and facilitates the
service manager to rapidly create the forms and experience flows needed by the business. The
agent or customer is provided with the right screens and information according to the
requirements of each specific customer interaction.

SEM Architecture
With SEM, designing, developing and deploying individual service processes is quick and can be
released for customer service via the architecture. Key customer service solutions allow you to
focus on rolling out the most important service experiences in prioritized order.

Integration Framework
Irrespective of the choice of vendor or platform, integration developers have the advantage of
using multiple options for integrating service processes with legacy systems, IVR, CTI, email or
applications. SEM provides integration that is SOA based, which is responsible for the reuse of
IT assets and agility. SEM ensures that all aspects of the customer service landscape are
integrated, including:
 Enterprise channels such as phone, email, web, blogs, social media, etc.
 Customer Service Experience Management’s core services in knowledge management,
case management and messaging
 The complete range of enterprise customer information systems, including home-grown
custom applications
 Business intelligence analytics for KPI Optimization

Configurable Business Objects and Standard Interfaces
In SEM, data is knowledge, and knowledge is data. Both data and knowledge can be used
dynamically by each customer according to need, and it makes no difference whether the data is
managed within the enterprise, within SEM or within the Cloud.

The enterprise can easily appear on the palette of the SEM modeling tools with the help of the
SEM’s integration framework. The interfaces and the resource investment in the systems can be
leveraged without having to re-write or replace any existing applications.





Out of the Box Adapters
A wide range of adapters are available to incorporate packaged enterprise applications, custom
applications or messaging systems into SEM.

SEM Integration Benefits
 Services Oriented Architecture (SOA) makes integration a one-time effort, ending costly
and slow point-to-point integrations
 Consumes standard WSDL’d web services
 Multiple methods of integration enable leveraging of most existing and legacy
applications
 Provides a friendly interface to business users for form and screen design


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