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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:
- KNOVA Contact Center™ — An assisted-service application that automates the resolution process for customer service agents and support
- KNOVA Self-Service™ — A next-generation self-service application that enables customers 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 Field Service™ — A knowledge-empowered mobile support application that enables service professionals to quickly resolve customer issues on-site
- KNOVA Guided Selling™ — A personalized, highly interactive solution to assist customers and sales associates with product selection and cross-sell recommendations
- KNOVA Knowledge Desk™ — A robust knowledge management solution that empowers service desks to quickly resolve problems and questions
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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