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KNOVA for Telecommunications
Optimizing Service Delivery for Telecommunications Service
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Telecommunications companies are under unprecedented pressure. Services, products
and systems are growing increasingly complex, driving support costs up and first
contact resolution down.
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Key Benefits |
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Reduce Service Delivery Costs
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Resolve Issues at First Contact
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Blend Sales with Service
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Opportunities for up-selling abound, but are often hard to target in the service
process. At the same time, customers are increasingly demanding. The quality of
the service and support experience can either reduce or encourage churn.
- Products and services are complex and dynamic. Issues often span multiple
organizations and offerings. Whether it’s a voicemail password reset or an international
VoIP roll-out, users need more support from their service providers.
- Information is in multiple silos. Customers want immediate resolution to
service issues. Yet, new offerings often bundle components from wireless, wireline
and product groups, meaning expertise and content are often siloed in different
organizations and in multiple repositories. Service agents can’t easily access the
information they need to help customers.
- Multiple contact points hinder consistent answers. Customers may request
service by phone, email, Web form or in-person at a retail store; they may contact
a central contact center, or the Web site. This makes it difficult to resolve service
issues consistently.
- Cost pressures are rising. In today’s environment of declining margins and
intense competition, service providers are cutting costs wherever possible.
- Customer loyalty is elusive.
While lowering costs, service centers are being asked to deliver world-class service
to satisfy and retain profitable customers. With local number portability (LNP)
and increasing competition, churn is harder and harder to manage. Meeting or exceeding
customers’ high expectations is essential for customer loyalty.
Current system investments have increased efficiencies for simple transactional
questions, but haven’t optimized service delivery for today’s complex array of products
and services. That’s where KNOVA comes in.
Optimized Service Across Channels
KNOVA provides applications for both service agents and customers themselves to
resolve even complex issues with a single knowledge management infrastructure. KNOVA’s
Resolution Engine™ guides agents and users through an optimized resolution process,
driving business process scripting to automate repetitive tasks. KNOVA’s Telecommunications
Solution comes out-of-the box with business rules that can be customized to service
providers’ specific needs, dynamically optimizing each service request.
Integrated Access to Content, Systems
Delivering great customer service for complex offerings requires that all relevant
information be immediately accessible. KNOVA’s patented knowledge management platform
automatically classifies and organizes content from across the enterprise and beyond,
leveraging a pre-built telecommunications ontology. This means that billing information,
rate plans, product information, policies, regulatory information and support solutions
are all at the user’s fingertips. And new content can be developed easily with easy-to-use
authoring and flexible workflows.
A Rules Engine for Driving Sales
According to the Center for Customer-Driven Quality at Purdue University, 35% of
telecommunications service calls provide a cross-sell opportunity, but agents are
often unsure of how to make relevant suggestions. KNOVA pinpoints offerings based
on easily managed rules, driving higher conversion rates and revenue. And, a complete
analytics suite provides insight on what promotions are most effective and what
offers really motivate customers.
Effective Self-Service to Deflect Calls
KNOVA also provides an award-winning self-service application. Unlike traditional
search, KNOVA’s Resolution Wizards lead customers through an effective, repeatable
service resolution process based on the specifics of each issue. And personalized,
proactive knowledge delivery gives customers exactly the information they need when
they need it.
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KNOVA for Telecommunications — Key Features and Benefits |
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Universal Content Indexing and Retrieval |
Leverage policies, rate plans, product information and support knowledge from across
the enterprise |
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Resolution Flows Optimized for Telecommunications Service |
Automate repetitive service tasks with knowledge and scripting |
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Knowledge Authoring |
Capture knowledge in the process of delivering service without requiring additional
steps or complex knowledge engineering |
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Integrated Self-Service |
Reduce incoming service volume while keeping customers up-to-date with personalized
advisories and promotions |
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Comprehensive Service Resolution Analytics |
Pinpoint areas of customer interest for cross-selling and measure the effectiveness
of targeted offers |
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Pre-Packaged Connectors |
KNOVA’s Enterprise Application Integration (EAI) server is included for industrial-strength,
efficient integration to CRM systems |
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U.S. Patent No. 6,980,984 , No. 6,711,585 and No. 5,787,234.
Other Patents Pending
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