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Though the term 'killer app' is tired and old, it's hard not to apply it to the concept of contact center self-service solutions. The most impressive components of Knova 6.5 are those that not only help customers find their own answers, a process which many people prefer, but even helps customers help each other through the Forums component. Knova 6.5 provides the tools that customers, contact center agents, sales teams and remote support professionals need to find fast, accurate resolutions to their issues.

Knova Software
10201 Torre Avenue, Suite 350
Cupertino, CA, 95014

http://www.knova.com


Product Name: Knova 6.5

Knova 6.5, the company's application suite, is built on what the company calls a next-generation search and knowledge management platform. Version 6.5 contains five applications: Knova Contact Center, Knova Self-Service, Knova Forums, Knova Field Service and Knova Knowledge Desk. Knova Contact Center gives support analysts capabilities that make each step of the resolution process more effective. Knova Contact Center enhances and extends existing investments, dovetailing its flexible and dynamic resolution workflow with CRM processes and data.

Knova Self-Service Guides users through a precise resolution workflow (including scripts, direct answers, and escalation to forums or the support center) based on the specifics of their issue. Self-Service uses guided natural language search to help users specify their issue and locate results quickly and precisely. Knova Forums is a next-generation application that powers peer support through customer communities. It combines the best features of standard forums software and a deep integration to support processes and CRM workflow.

Knova Field Service extends service resolution management capabilities into the field, providing direct customer-facing staff and mobile technicians with the knowledge they need to resolve customer issues the first time, quickly and accurately, without reworking known issues.

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.


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