Issuu on Google+

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

Also read more about : EMAIL Response here.


Excellent Customer Service with Service Experience Management