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From the contact center to field service personnel, KNOVA uses patented knowledge management and search functionality, along with advanced self-service features, to allow for an intelligent and personalized customer experience.
KNOVA provides Service Resolution Management (SRM) solutions that maximize the value of every interaction throughout the customer lifecycle. Their suite of self-service, knowledge management, contact center, and peer support applications automate the most critical part of customer service - actually resolving the case, not just tracking it. KNOVA's Interactive Marketing solutions deliver a trusted, personalized, and optimized customer experience.
The result: reduced service costs while improving customer satisfaction, and increased revenues from a more loyal customer base.
KNOVA 7 is the latest version of KNOVA's SRM suite designed to reduce service costs, increase revenue and improve customer satisfaction. Built on a patented next-generation search and knowledge management platform, KNOVA 7 applications include:
- KNOVA Contact CenterTM - An assisted-service application that automates the resolution process for customer service agents and support
- KNOVA Self-ServiceTM - A next-generation self-service application that enables customers to help themselves with a personalized, proactive self-service experience
- KNOVA ForumsTM - An integrated forums application for peer-service that enables customers to help each other while providing valuable feedback
- KNOVA Guided SellingTM - A personalized, highly interactive solution to assist customers and sales associates with product selection and cross-sell recommendations
| KNOVA 7 - Key Features and Benefits | |
| 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 | Flexible and intuitive natural language based knowledge authoring, sharing and publishing of knowledge articles, industry-leading knowledge management engine with unique adaptive search features. |
| CRM Integration | Lets entitled users escalate unsolved issues directly to the technical support center and facilitates seamless sharing of incident and knowledge articles between CRM and SRM products. |
| Root Cause Analytics | Structured feedback to drive ongoing product enhancements. |
| J2EE Native Web Architecture | Scalable and easy to administer. |
For more info on KNOVA Applications, visit the KNOVA website.
Since KNOVA knowledge management software is within the Consona CRM family of solutions, our Onyx team can provide you with assistance on KNOVA products, pricing, or questions to provide you with a complete Consona CRM solution.
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