KNOVA Software Overview

KNOVA Software Overview

For service desks, speed and accuracy are crucial when answering employee and customer inquiries. And help desks especially struggle to maintain a high level of service quality in the face of tight budgets and headcount restrictions. KNOVA Knowledge Desk addresses these challenges with a complete, packaged knowledge base solution.

Complete Knowledge Management Solution
KNOVA Knowledge Desk enables service desks to draw on collective enterprise knowledge and expertise to deliver fast, accurate and consistent answers to queries via multiple channels: live agents, self-service, e-mail or chat. With feature-rich knowledge authoring and content management, intelligent search and flexible knowledge base segmentation and user profiling, KNOVA Knowledge Desk delivers faster call resolution, higher satisfaction, reduced staff turnover and lower support costs.

Packaged for Rapid Deployment
KNOVA Knowledge Desk is highly packaged and easily deployed, delivering a low total cost of ownership (TCO) and rapid time-to-value. KNOVA Knowledge Desk also features an open J2EE architecture and packaged adapters for seamless integration with common case management and help desk applications, including HP, Remedy, Siebel, Clarify and Peregrine. Complete Web-based administration tools make maintenance easy for business and technical users alike.

Self-Learning Drives Continuous Improvement
KNOVA Knowledge Desk features a patented self-learning search technology that enables users to access the best answers quickly. Agents simply enter questions or issues in the customer's own words, and KNOVA Knowledge Desk informs them of the resolution options with the highest probability of success. Critically, this patented self-learning search and KM engine - called the Cognitive Processor® - continuously learns and improves with each transaction. As a result, the effectiveness of KNOVA Knowledge Desk - and its users - gets better and better with use.

KNOVA Knowledge Desk includes the following modules:

KNOVA Knowledge Desk - Agent
Knowledge Desk - Agent empowers service desk agents to respond to inquiries quickly and consistently through a unified view of enterprise knowledge.

• Side-by-side user interface allows agents to contribute and search knowledge on the same page
• The Cognitive Processor®, KNOVA’s patented self-learning search technology, enables agents to quickly access the answer with the highest probability of success
• Auto-Response and Auto-Suggest capabilities provide immediate feedback to customers or employees via e-mail or chat

NOVA Knowledge Desk - Web
Knowledge Desk - Web reduces call volumes and costs by delivering anytime, browser-based access to knowledge.

• Side-by-side user interface for same-screen search and results
• Dynamic FAQ technology provides one-click access to the most frequently requested information
• Personalization allows your knowledge to be customized for each user
• Seamless escalation to other service channels
• The user interface (v 5.7 sp1) can be deployed to support Section 508 of the Rehabilitation Act (29 U.S.C. § 794d)

KNOVA Knowledge Desk - Architect
Knowledge Desk - Architect provides browser-based tools to build, create and maintain a robust knowledge base.

• Knowledge segmentation supports multiple views of the knowledge base relevant to different business groups, user profiles and external users
• Authoring workflows enable permissioned users to review, edit and approve content
• Intuitive GUI allows different views into the knowledge base. Supports both folder structures and worksheet-style viewing of knowledge

NOVA Knowledge Desk - Administrator
Knowledge Desk - Administrator enables you to manage and improve the effectiveness of your implementation.

• Provides zero-footprint, browser-based configuration and administration of the entire Knowledge Desk application
• Easily configure groups, users, roles and permissions