 |
|
|
|
Products Overview
|
KNOVA is now Consona Knowledge Management, part of the Consona
CRM family of award-winning solutions for customer service, sales and marketing.
Please visit our new site
to learn about our award-winning knowledge management and customer management solutions.
Consona Knowledge Management (formerly KNOVA 7) is an award-winning knowledge management
(KM) software solution featuring a combination of intelligent customer experience
software applications that reduce service costs, increase revenues, and improve
customer satisfaction. Built on a patented next-generation search and knowledge
management platform, the Consona Knowledge Management solution includes:
 |
Key Benefits |
 |
|
|
|
|
Better problem resolution: lower cost, happier customers
|
|
|
More effective knowledge transfer to analysts and customers
|
|
|
Root cause analytics improve products
|
|
|
 |
 |
 |
|
- Consona Agent
Advisor — An assisted-service application that automates the resolution
process for customer service agents, tech support and help desk professionals (formerly
KNOVA Contact Center)
- Consona Self-Service
— A next-generation self-service application that enables customers and employees
to help themselves with a personalized, proactive self-service experience (formerly
KNOVA Self-Service)
- Consona Communities
— An integrated forums application for peer-service that enables customers to help
each other while providing valuable feedback (formerly KNOVA Forums)
The Challenge for Support Organizations:
- Controlling the costs of problem resolution
- Satisfying increasing customer expectations
- Serving a growing installed base
-
Supporting more complex products
There are fundamentally only three ways of meeting these challenges. You can make
your contact center more effective, you can help customers help themselves and each
other, or you can make your products require less service. Consona CRM helps you
do all three of these with a
suite of applications that support the dynamic and context-driven process
of problem resolution in the support center, on the Web site, and in customer communities.
|
|
Consona KM (formerly KNOVA) — Key Features & Benefits |
 |
|
Process-driven Applications |
Delivers support through customer service agents and support analysts, through the
Web site, and through communities of experts |
|
Shared Knowledge Platform |
Provides value-added access to any content source, structured or unstructured, inside
support, elsewhere in the enterprise, or from third-parties and partners |
|
Knowledge Capture and Solution Authoring |
Intuitive, effective, and flexible |
|
CRM Integration |
Allows entitled users escalate unsolved issues directly to the technical support
center and integrates with all major CRM systems - follow these links to read about
the Consona Customer
Management solution and our bundled
Knowledge Driven Support solution |
|
Root Cause Analytics |
Structured feedback to drive ongoing product enhancements |
|
J2EE Native Web Architecture |
Scalable and easy to administer |
|
|
|
U.S. Patent No. 7,028,250; No. 6,980,984; No. 6,711,585; and No. 5,787,234.
Other Patents Pending
|
|