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Ownership: Private
Founded: 1991
Headquarters: Indianapolis, IN
Software Type: Knowledge Management, Web Self Service, Service Resolution Management
KNOVA Strengths/Key Features
- Better problem resolution: lower cost, happier customers
- More effective knowledge transfer to analysts and customers
- Root cause analytics improve products
- Divert calls to Web self-service
KNOVA Features
- Effective Self-service
- Resolution Flows
- Diagnostic Scripts and Guided Search
- A Structured Collaboration Environment
- A Knowledge Capture Workflow
- Root Cause Analytics
- A Knowledge Source Manager
- Process-level CRM Integration
- J2EE Native Web Architecture
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- Resolution Wizards
- Guided Natural Language Search
- Personalized Portal
for Proactive Service
- Knowledge
Capture Workflow
- Integration with CRM Incident Workflow
- Root Cause Analytics
- Knowledge Source Manager
- Audience Segmentation / Microsites
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About KNOVA Software Corporate Overview
KNOVA provides Intelligent Customer Experience solutions that maximize the value of every interaction throughout the customer lifecycle. Our suite of self-service, 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.
Industry leaders including EDS, Ford, Hewlett Packard, H&R Block, Novell, Merrill Lynch, McAfee, Reuters, and QUALCOMM rely on KNOVA's award-winning solutions to deliver world-class customer service. KNOVA is a Consona CRM Solution, and is owned by privately held Consona Corporation.
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