KNOVA, a Consona CRM Solution
450 East 96th Street, Suite 300
Indianapolis, IN 46240
1.800.572.5748
www.knova.com
info@knova.com

Company Profile

Architected to enable a Web 2.0 model for service and support, the KNOVA knowledge management suite from Consona CRM can serve as a core technology to drive better interactions with your customers by building a collaborative environment for sharing insights, ideas and knowledge. Ultimately, this vibrant knowledge sharing leads to greater customer satisfaction and greater loyalty.

At the heart of the KNOVA suite is a knowledgebase that combines enterprise knowledge from authored documents, user manuals, documentation, forums, wikis and other common knowledge sources. Enterprises struggle to maintain a complete and effective structure, organization and integration of knowledge. The content capture classification and delivery process have many potential points of failure, which are heightened by the need for specialized resources to perform updates and tuning. KNOVA introduces the concept of organic knowledge management which democratizes the capture and improvement of knowledge and provides universal access to all the valuable enterprise content. The system also uses self-learning, auto-classification and in-process analytics for continuous improvement.

The KNOVA suite of applications is architected to reduce service costs, increase revenues and improve customer satisfaction. Built on a patented search and knowledge management platform, KNOVA applications include:

• KNOVA Contact Center™ — An assisted-service application that automates the resolution process for customer service agents, tech support and help desk professionals
• KNOVA Self-Service™ — A next-generation self-service application that enables customers and employees 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

Key benefits include:

• A satisfying self-service experience
• Better problem resolution: lower cost, happier customers
• More effective knowledge transfer to analysts and customers
• Root cause analytics to improve products