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The KANA customer experience management platform helps you deliver better, more efficient and personalized customer experiences—in the contact center, in social media and on your website.
Built on context-aware service oriented architecture (SOA), KANA Enterprise delivers a powerful and adaptable customer service platform that surfaces a series of knowledge-infused processes and capabilities through multiple channels so you can deliver customer experiences that count. KANA Enterprise is favored by many of the world’s largest enterprises who are looking to transform their complex business requirements into effective customer experiences. KANA Express provides multichannel customer service and end-to-end customer experience management for mid-sized companies with an on-line focus, and helps them get rapid, affordable access to web customer service and contact center technology. KANA Express is designed to provide growing businesses a connected presence across channels, full control of service costs, and advanced capabilities often found in only high-end enterprise solutions, but with affordable pay-as-you-go pricing.
LAGAN Enterprise is specifically designed around the challenging data management and integration requirements of larger Public Sector organizations and as such delivers a powerful blend of case management, business process management, knowledge management, real time analytics and social media capabilities in order to support the most comprehensive channel shift initiatives.
With LAGAN Enterprise, proven integrations with a wide range of back-office systems make the streamlining of services possible across multiple departments, and so provide consistent, relevant and timely information to your front and back office teams. There is a new Webinar available that covers creating and using quotes in Version 11 of ESC software. The Webinar is broken into two sections: a 30 minute presentation on working with quotes in version 11 of ESC and 15 minutes reserved at the end to address audience questions. Enrico covers everything from how to create quotes on the new screen and accepting them to turning quotes into dispatches and invoices. The ESC quoting module is a powerful tool for taking control of your service company’s quoting process.
With the ESC quoting module, you can to create quotes and tie them into multiple dispatches or have multiple dispatches tied into one quote. You can also track which sales person made each quote for the customer, letting you monitor how they perform from the time when the quote is created.
You can also create dispatches that are not billable if you want to send a sales person or technician to a prospect’s location with the sole purpose of creating a quote. The updated Quote List Report gives a number of different sorting options as well as summary statistics (such as quote status and closing ratios) for each individual sales person.
There is a new screen that allows you to selectively cost out the parts on a quote when making it into a dispatch, making dispatching from an accepted quote an easy one step process. There is now a “Status” drop down, which allows you to keep track of whether a quote is pending, accepted, or rejected. There is a new search screen in the Quotes Module that makes it easy to recall recently modified invoices without having to enter in detailed search criteria. You can also make templates from the quotes you create, reducing the time you spend on common or re-occurring quotes involving many line items.
The Quotes Module also has a new “Markup%” field, which allows you to adjust your markup percentage on individual line items as you create the quote. Any equipment or service agreements you attach to a quote will also carry over to the dispatch you create from the quote. There are many more ESC Software Webinars available here to help you get the most out of your service software. This entry was posted in New Feature Spotlight and tagged desco software, dispatch software, dispatching software, esc quotes, esc quoting, ESC Software, service dispatch software, service quoting software, Version 11. NOTE: Sony has discontinued Update Service in July 2014 and has replaced it with PC Companion. Update Service is a reliable application designed exclusively for Sony Ericsson mobile phones and aimed at optimizing their stability by performing device software updates. Sony Ericsson users who experience phone problems are strongly advised to run the Update Service, as most of the issues are related to old, unstable or corrupt software.
Before launching the updater, make sure you backup up the information stored in the device, because the process may result in data loss (most of the times this is not the case, but it’s a good idea to have a safety net).

In the next step, you are required to select your phone model and follow the on-screen instructions. Following that, you need to connect the device while to your PC via a USB port, after which the software checks for missing updates. Software as a Service – Pre-installed or on-demand applications, at Exerius they are both available licensed on a subscription basis, enabling you to trim IT costs and shift the burden of installation, security, support and maintenance to Exerius.
Exerius offers a suite of licensed third party business applications ( “Software as a Service” or “SaaS” ) covering various business needs, all seamlessly connected and integrated with our business process services. Exerius provides mainly open source tools, such as Alfresco, that have proved themselves to be effective and that are easily customisable, fitting the needs of both large and smaller companies. Exerius helps you implement your SaaS with an end-to-end service, from business consultancy and analysis to project delivery, support,maintenance, security and performance.
This sample was created in ConceptDraw PRO diagramming and vector drawing software using the UML Use Case Diagram library of the Rapid UML Solution from the Software Development area of ConceptDraw Solution Park. This sample represents the actors, use cases and dependencies between them, and also the relationships between use cases.
Use case diagrams are used at the development of software and systems for definition of functional system requirements or system of systems. ConceptDraw has several examples that help you to start using software for designing UML Use Case Diagrams. UML Use Case Diagram Taxi Service - This sample was created in ConceptDraw PRO diagramming and vector drawing software using the UML Use Case Diagram library of the Rapid UML Solution from the Software Development area of ConceptDraw Solution Park.
Use Case Diagrams describes the functionality provided by a system in terms of actors, their goals represented as use cases, and any dependencies among those use cases. The vector stencils library UML Use Case contains specific symbols of the UML notation such as actors, actions, associations and relationships for the ConceptDraw PRO diagramming and vector drawing software. Entity-Relationship Diagram (ERD) solution extends ConceptDraw PRO software with templates, samples and libraries of vector stencils from drawing the ER-diagrams by Chen's and crow’s foot notations. This solution extends all ConceptDraw Office 2.0 products providing every project participant with a track timeframe, workspace and role in a project with the help of Microreports, calendars, and to-do lists. The Business Tools Store offers two different Software as a Service SaaS Business Model 3-year revenue plan Excel templates that allows you to develop a monthly sales revenue plan for up to three years for the business model that is most appropriate. The Enterprise Subscription SaaS business plan revenue budget template can be used for up to 4 products or 4 different markets (e.g. Other direct sales costs can be applied to the revenue plan to calculate gross margin and percentage gross margin for each month. The average number of subscribers per customer and the overall average subscription rate per month is also calculated. The SaaS 3-year sales revenue budget template can be used in conjunction with the SaaS Model Revenue Calculator. We promise to never spam you, and just use your email address to identify you as a valid customer. Click the button below to add the Software as a Service SaaS Enterprise Business Model Budget Template Excel to your wish list. It’s why KANA technology powers the customer experience of more than 900 businesses and government organizations worldwide, including half of the Fortune 100. It does this by ensuring that context is never lost and that answers are always accurate and consistent as customers traverse interaction channels and engage through multiple experiences. With KANA Express businesses build better customer relationships and fine-tune their customer interactions for better business outcomes. These capabilities and integrations are accessible through a variety of channels to both employees and citizens, who can connect how they want, when they want. You will see how to use the Quote List report to track the status of quotes and increase your closing ratio.

ESC Software’s new independent quotes module allows you to enter, edit, and manage quote status from its own screen. You can also create invoices and quotes from the same dispatch, letting your customers pay the bill for the service you performed, as well as letting your technicians quote for additional services while they are at your customers’ location.
You can see the closing ratio and even see how much higher or lower the final invoice is from the quoted amount. This dispatch can bring over the parts from the quote so your technicians will be prepared with everything they need to complete the quoted work. The sales person can then make a quote from that dispatch that will not be billable until the quote is accepted. ESC automatically updates the status to “Accepted” when you create a dispatch or invoice from the quote.
In fact, even though you have the latest modules installed on your device, it’s still recommended to perform a quick update for optimum performance and stability. Also, the battery needs to be charged to at least 50%, because the update process eats up a considerable quantity of juice. Users of older models are required to remove and reinsert the battery, while owners of newer devices (such as smart phones) are supposed to turn off the phone and wait for 30 seconds. You can periodically run it to check for new updates and to apply them in order to benefit from maximum stability. Use case diagram presents the consecution of object’s actions (user’s or system’s) which are executed for reaching the definite result. This library is contained in the Rapid UML solution from Software Development area of ConceptDraw Solution Park. On this sample you can see use cases represented as ovals and three actors represented as figures of persons that employ these use cases. Standard, Premium, Premium Plus, and Enterprise) are offered at different subscription levels. However, if you want the Individual subscription SaaS model please go to Individual subscription SaaS model. Whether it’s the agent experience within the contact center, the web experience within your online presence, social experience or increasingly the mobile experience, KANA Enterprise ensures effective customer service processes are easily designed, orchestrated across departments, systems, and channels and updated on the fly to ensure the customer journey remains a positive experience.
KANA Express is a true cloud solution, which avoids the overhead of complex in-house service operations since it’s offered via the popular software-as-a-service (SaaS) model.
If you have ever wanted your service business to create quotes for your customers and prospect more effectively, this is the video for you. As mentioned before, there’s no harm in installing the update anyway, especially if you experience device issues. Use case generalization is used when you have two similar use cases, but one of them does more than another. This sample shows the work of the Financial Trade sphere and can be used by trading companies, commercial organizations, traders, different exchanges.
The model assumes that sales are made to enterprises and that the enterprise pays subscription fees based on the number of users within the enterprise. KANA Enterprise represents the next generation of agile customer service and the future of customer experience.
This means it’s rapid to implement, easy to use, flexible and scalable allowing you to focus on your business growth and online success.

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