Based on our commitment to expand supporting services, Onyx OneServe KM is a patented self-service and knowledge management solution that ensures that you, our customer, are maximising the benefit from your investment. By implementing both Onyx OneServe and Onyx OneServe KM you will be creating an enhanced customer experience that cannot be replicated by any other CRM vendor.

Derived from KNOVA®, a Consona CRM solution, Onyx OneServe KM redefines your service and support processes by putting knowledge at the fingertips of employees in the contact center and customers on the Web, thereby reducing costs while improving customer satisfaction.

Knowledge management ensures an intelligent customer experience by addressing the challenges of your support organization, including:

• Controlling escalating costs of problem resolution
• Increasing citizen adoption
• Satisfying increasing citizen expectations
• Serving a growing installed base
• Supporting more complex products and services

Onyx OneServe KM enables you to meet these challenges by providing tools that make your contact center more effective and allow your customers to help themselves and each other. With a suite of applications, Onyx OneServe KM supports your highly dynamic and context-driven process of problem resolution in the support center, on the web site, and in customer communities.

• KNOVA Contact Center™ is an assisted-service application that automates the resolution process for customer service agents
• KNOVA Self-Service™ is a next-generation application that enables customers to help themselves online with a unique, personalized and proactive self-service experience
• KNOVA Forums™ is an integrated application for peer-service that enables customers to help each other while providing valuable feedback
• KNOVA Knowledge Desk™ is a robust knowledge management solution that empowers service agents to quickly resolve problems and questions

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