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Patty Loves Knova
The Patricia Seybold Group gives Knova top ratings for service.
By DAVID SIMS, TMCnet CRM Alert Columnist
Knova Software, Inc., a provider of service resolution management applications is � shockingly � announcing it has received a top rating in Patricia Seybold Group's Bull's-Eye report "Self-Service and Support Search Solutions: Which Providers Offer the Best Overall Capabilities?"
The report is based on �an in-depth analysis of seven search and self-service software vendors that were evaluated in six categories: retrieval and results management, search management, design and development, architecture, product viability and company viability,� according to Knova officials.
Knova was �almost perfect in retrieval and results management, as well as in architecture, perfect in design and development, and very strong in the search management category," said Sue Aldrich, executive vice president at Patricia Seybold Group.
According to a product review on CommWeb, Knova is the result of a merger earlier this year between ServiceWare and Kanisa and Knova6.5 is the first release of Knova's knowledge management suite since the merger.
If a customer or a call center agent is accustomed to searching your knowledge base by typing in key words, the review explains, �Knova6.5 selects the most likely answers based on the context of the words, rather than simply finding documents that contain these words. What's more, when displaying documents that have the best chance of containing the answers, Knova6.5 also presents excerpts within these documents where the answers may reside.�
Patricia Seybold Group developed the evaluation criteria for the report based on customer requirements -- both the requirements of the companies that purchase search software and manage the search experience, as well as the requirements of the seekers who ultimately use the search software.
Ben Kaplan, vice president of marketing and product management at Knova said with the release of Knova 6.5 �we significantly enhanced our next-generation search engine by introducing 'Answer Extracts' and conceptual proximity indexing for higher relevancy, as well as advancements in conceptual highlighting and understanding of query intent.�
Knova6 applications include Knova Contact Center, an assisted-service application that automates the resolution process for customer service agents and support analysts and Knova Self-Service, a next-generation self-service application that enables customers to help themselves with a personalized, proactive self-service experience, among others.
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David Sims is contributing editor for TMCnet. For more articles by David Sims, please visit:
http://www.tmcnet.com/tmcnet/columnists/columnist.aspx?id=100005&nm=David%20
Sims
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