Empowered Customers Expect More—Can You Deliver? Oracle VS KANA BUILD A PLATFORM FOR OUTSTANDING CUSTOMER SERVICE The days of ‘buyer beware’ are over. Today it’s ‘seller beware,’ as customers—empowered by technology—share their service experiences. That means every experience must be personalized and consistent across channels and throughout the customer journey. Get it right and you’ll be rewarded with increased revenues and lifelong customers. Get it wrong and 89% of customers will stop doing business with you after one bad experience. So how do you deliver the tailored, seamless service customers demand? Learn how Oracle delivers a complete, connected, stand-out customer service solution as compared with KANA. 89% stop business after a bad experience ORACLE AND KANA: HEAD-TO-HEAD CAPABILITY KANA ORACLE SERVICE CLOUD Only some capabilities delivered in cloud; others require on-premise Delivered as 100% cloud solution for all service capabilities Six different platforms. A fragmented experience for both customers and agents A unified platform for cross-channel customer service Rely on own professional services, very few SI partners Global network of professional services and SI partners IT and/or professional services maintain Enterprise solution Business administrators maintain Enterprise solution, including policy rules Customer portal not out-of-the-box; requires custom build, which takes longer and costs more Out-of-the-box customer portal is easy to brand and deploy for self-service Lacks enterprise-wide social customer service deployments Built-in Social Monitoring and Engagement; large deployments No mobile agent desktop Mobile agent desktop No marketing, sales and commerce for complete CX suite Part of complete CX Suite Flexible business reporting and analytics Less business-friendly reporting; IT helps create new reports 950 out-of-the-box reports, or create your own Proactive Chat, Click-to-Call No proactive Chat or Click-to-Call 70+ proactive Chat and Click-to-Call rules, or create your own Cloud Solution A Unified, Cross-Channel Platform Partner Ecosystem More Business, Less IT Out-of-the-Box Customer Portal Social Customer Service Mobile agents Part of Customer Experience Suite Oracle delivers complete, out-of-the-box, cross-channel customer service in the cloud that is business-user friendly. KANA must be custom built by IT and offers only some service capabilities in the cloud. Oracle Service Cloud: Delight Your Customers With a unified platform for Web, Social and Contact Center, Oracle Service Cloud gives you the power to build stronger customer relationships and deliver more profitable interactions. TO LEARN MORE ABOUT ORACLE SERVICE CLOUD, VISIT OUR WEBSITE