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Knova 6.5 is the latest version of an award-winning suite of service resolution management applications by Knova that reduce service costs, increase revenues, and improve customer satisfaction. Built on a patented next-generation search and knowledge management platform, Knova 6.5 applications allow for better problem resolution; lower cost; happier customers; more effective knowledge transfer to analysts and customers; and root cause analytics to improve products.
The suite of applications includes:
• Knova Contact Center: An assisted-service application that automates the resolution process for customer service agents and support analysts.
• 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 Knowledge Desk: A robust knowledge management solution that empowers service desks to quickly resolve problems and questions.
With Knova 6.5, companies make their contact centers more effective, help customers help themselves and each other, and make products require less service. The suite of applications supports 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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