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KNOVA Contact Center™
Enabling an Intelligent Assisted Service Experience |
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Key Benefits |
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Resolve issues faster with
accurate answers
Capture knowledge in-process
Reduce call handle times
Decrease agent training time
Increase customer satisfaction
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What is Missing in Customer Service and Support?
The majority of customer service and support organizations have already invested
in call routing and case management systems yet the issue of cost and service persists.
Industry research shows that 80% of support costs are consumed in solving the customer
and employee problem, as opposed to routing and case management tasks. KNOVA Contact
Center delivers the missing piece of the service and support process with a service
resolution management application fully integrated with CRM and help desk applications.
Additionally, KNOVA can help a support organization move from a cost center to a
profit center by introducing dynamically generated best bets and links for cross-sell
and up-sell offers, alerts and news. These may be placed on any page in the application
or on search results, and can prompt agents with contextual offers during live agent
interactions. Agent Experience Adapts to Customer Context
When asking support agents about their biggest pain point, most will say that they
can’t locate the information needed to effectively and efficiently answer incoming
questions. Search today is static and delivers documents, not answers and knowledge.
In contrast, KNOVA Contact Center guides the agent through a dynamic, adaptive experience
specifically targeted towards solving each customer’s issue. The resolution workbench
provides patented adaptive search and navigation with comprehensive capabilities
including interviews, collaborative support and response templates. The resolution
experience is optimized through the resolution flow engine to raise the overall
quality and effectiveness of service that your agents deliver.
A common corporate goal is to shift service-oriented calls into new revenue opportunities.
However, providing world-class service can be diminished when cross-sell and up-sell
initiatives are not appropriately woven into the overall customer interaction. KNOVA
tracks context-sensitive knowledge in the course of each interaction. This allows
highly-tailored enterprise-driven recommendations to be pushed to agent at the appropriate
point in the service interaction to achieve natural cross-sell and up-sell opportunities.
Agents Improve the System Just by Using It
Traditional knowledge management is cumbersome and costly, requiring highly trained
authors to write content in a specialized and complex structure. Furthermore, search
tuning rarely delivers the desired results and requires skilled experts. KNOVA integrates
structured and unstructured content from across the enterprise by leveraging patented
auto-classification and segmentation methods.
With KNOVA, agents can capture new knowledge as a natural part of their resolution
process. The search experience can be improved automatically through usage. In addition,
KNOVA’s analytics leverage this usage-based data to get past simple categories and
keywords to help you understand not only what happened, but why. The result is root
cause analysis that makes products more useable and more serviceable to keep incidents
out of the support center.
Seamless Agent Experience for a Satisfying Customer Experience
KNOVA has robust integrations with case management systems to provide a seamless
service resolution experience across the customer service or help desk process.
The case information and customer profile from a CRM system is used to drive the
resolution process. Case notes, resolution session information and new resolution
solutions are then captured as part of the CRM case.
Additionally, information from the CRM or case management system can be used to
tailor the self-service experience providing a rich online resolution process that
can deflect calls from the contact center.
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KNOVA Contact Center — Key Features and Benefits |
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Resolution Flows |
Deliver the optimized resolution process for each customer and incident
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Diagnostic Scripts and Guided Search |
Provides precise results quickly
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A Structured Collaboration Environment |
Applies the right resources to complex customer problems in a way that can be managed
and captured |
A Knowledge
Capture Workflow |
Simple to use (unlike complex knowledge base authoring and structuring) which makes
it faster to publish hot content |
Root Cause
Analytics |
Empowers product specialists with the information they need to provide structured
feedback on product quality, serviceability, and usability |
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A Knowledge Source Manager |
Part of the KNOVA Knowledge Management Platform which leverages content from anywhere,
making it easy to deliver all relevant content to support analysts |
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Process-level CRM Integration |
Integrates resolution and CRM workflow, dynamically customizing the resolution workflow
to the customer and their issue
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J2EE Native Web Architecture |
Provides easy maintenance and scalability
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U.S. Patent No. 5,787,234; No. 6,711,585; No. 6,980,984;
No. 7028250. Other Patents Pending
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