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KNOVA Knowledge Desk™
Empowering Service Desks with Robust KM |
For service desks, speed and accuracy are crucial when answering employee and customer
inquiries. And help desks especially struggle to maintain a high level of service
quality in the face of tight budgets and headcount restrictions. KNOVA Knowledge
Desk addresses these challenges with a complete, packaged knowledge base solution.
Complete Knowledge Management Solution
KNOVA Knowledge Desk enables service desks to draw on collective enterprise knowledge
and expertise to deliver fast, accurate and consistent answers to queries via multiple
channels: live agents, self-service, e-mail or chat. With feature-rich knowledge
authoring and content management, intelligent search and flexible knowledge base
segmentation and user profiling, KNOVA Knowledge Desk delivers faster call resolution,
higher satisfaction, reduced staff turnover and lower support costs.
Packaged for Rapid Deployment
KNOVA Knowledge Desk is highly packaged and easily deployed, delivering a low total
cost of ownership (TCO) and rapid time-to-value. KNOVA Knowledge Desk also features
an open J2EE architecture and packaged adapters for seamless integration with common
case management and help desk applications, including HP, Remedy, Siebel, Clarify
and Peregrine. Complete Web-based administration tools make maintenance easy for
business and technical users alike.
Self-Learning Drives Continuous Improvement
KNOVA Knowledge Desk features a patented self-learning
search technology that enables users to access the best answers quickly. Agents
simply enter questions or issues in the customer's own words, and KNOVA Knowledge
Desk informs them of the resolution options with the highest probability of success.
Critically, this patented self-learning search and KM engine - called the Cognitive
Processor® - continuously learns and improves with each transaction. As a result,
the effectiveness of KNOVA Knowledge Desk - and its users - gets better and better
with use.
KNOVA Knowledge Desk includes the following modules:
KNOVA Knowledge Desk - Agent
Knowledge Desk - Agent empowers service desk agents to respond to inquiries quickly
and consistently through a unified view of enterprise knowledge.
- Side-by-side user interface allows agents to contribute and search knowledge on
the same page
- The Cognitive Processor®, KNOVA’s patented self-learning search technology, enables
agents to quickly access the answer with the highest probability of success
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Auto-Response and Auto-Suggest capabilities provide immediate feedback to customers
or employees via e-mail or chat
KNOVA Knowledge Desk - Web
Knowledge Desk - Web reduces call volumes and costs by delivering anytime, browser-based
access to knowledge.
- Side-by-side user interface for same-screen search and results
- Dynamic FAQ technology provides one-click access to the most frequently requested
information
- Personalization allows your knowledge to be customized for each user
- Seamless escalation to other service channels
KNOVA Knowledge Desk - Architect
Knowledge Desk - Architect provides browser-based tools to build, create and maintain
a robust knowledge base.
- Knowledge segmentation supports multiple views of the knowledge base relevant to
different business groups, user profiles and external users
- Authoring workflows enable permissioned users to review, edit and approve content
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Intuitive GUI allows different views into the knowledge base. Supports both folder
structures and worksheet-style viewing of knowledge
KNOVA Knowledge Desk - Administrator
Knowledge Desk - Administrator enables you to manage and improve the effectiveness
of your implementation.
- Provides zero-footprint, browser-based configuration and administration of the entire
Knowledge Desk application
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Easily configure groups, users, roles and permissions
U.S. Patent No. 5,787,234
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