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Products Overview |
KNOVA 7 is the latest version of an award-winning suite of Intelligent Customer Experience applications that reduce service costs, increase revenues, and improve customer satisfaction. Built on a patented next-generation search and knowledge management platform, KNOVA 7 applications include:
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Key Benefits |
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Better problem resolution: lower cost, happier customers
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More effective knowledge transfer to analysts and customers
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Root cause analytics improve products
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- KNOVA Contact Center™ — An assisted-service application that automates the resolution process for customer service agents, tech support and help desk professionals
- KNOVA Self-Service™ — A next-generation self-service application that enables customers and employees to help themselves with a personalized, proactive self-service experience
- KNOVA Forums™ — An integrated forums application for peer-service that enables customers to help each other while providing valuable feedback
- KNOVA Guided Selling™ — A personalized, highly interactive solution to assist customers and sales associates with product selection and cross-sell recommendations
The Challenge for Support Organizations:
- Controlling the costs of problem resolution
- Satisfying increasing customer expectations
- Serving a growing installed base
- Supporting more complex products
There are fundamentally only three ways of meeting these challenges. You can make your contact center more effective, you can help customers help themselves and each other, or you can make your products require less service. KNOVA helps you do all three of these with a suite of applications that support the dynamic and context-driven process of problem resolution in the support center, on the Web site, and in customer communities.
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KNOVA 7 Suite — Key Features and Benefits |
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| Process-driven Applications |
Delivers support through customer service agents and support analysts, through the Web site, and through communities of experts |
| Shared Knowledge Platform |
Provides value-added access to any content source, structured or unstructured, inside support, elsewhere in the enterprise, or from third-parties and partners |
| Knowledge Capture and Solution Authoring |
Intuitive, effective, and flexible |
| CRM Integration |
Lets entitled users escalate unsolved issues directly to the technical support center |
| Root Cause Analytics |
Structured feedback to drive ongoing product enhancements |
| Process-level Integration |
Works with all major CRM systems including Onyx, a Consona CRM solution |
| J2EE Native Web Architecture |
Scalable and easy to administer |
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U.S. Patent No. 7,028,250; No. 6,980,984; No. 6,711,585; and No. 5,787,234.
Other Patents Pending
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