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KNOVA for High-Technology
Delivering Time-to-Value With a Comprehensive Set of
Industry-Specific Packaged Components |
KNOVA Software has handled hundreds of millions of technical support inquiries from
customers and support engineers, making it the support solution of choice at companies
like Macromedia, HP and Microsoft. Based on its extensive experience in high-technology
customer support, KNOVA has created the High-Technology Industry Solution to jump
start implementations of KNOVA Contact Center and KNOVA Self-Service.
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Key Benefits |
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Delivers More Value, Faster
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Ensures Implementation Quality
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Implements Best Practice for High-Tech Support
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KNOVA’s High-Technology Industry Solution includes defined components that tune
KNOVA specifically for the needs of high-tech support centers and Web site owners.
Industry-specific solution components include:
- Resolution Flows™ and Resolution Wizards™ that optimize KNOVA’s powerful
context-driven problem resolution for specific common high-tech support issues.
- An industry-specific ontology that packages common high-tech support concepts
including thousands of products, activities, symptoms and other topics. These concepts
are organized by type (such as PC hardware, applications and operating systems)
making it easy to include the most relevant modules.
- Adapters for CRM environments such as Siebel, PeopleSoft and Amdocs. These
connectors are preconfigured for typical high-tech customer support implementations.
They are based on KNOVA EAI, featuring the industry-standard webMethods Integration
Server which supports process-level integration with any case management system.
- Knowledge authoring formats and workflows that implement best practices for
capturing technical support knowledge within the service resolution workflow or
authoring as a separate process.
- Content connectors
that allow KNOVA to auto-tag and provide access to the content most relevant to
high-tech support, such as solution articles on the Web site or in common legacy
knowledge bases, technical documentation, release notes and product specifications.
Encapsulating Best Practices
When implementing problem resolution technology, it’s just as important to know
what to do as it is to know how to do it. That’s why the KNOVA High-Technology Industry
Solution packages best practices for high-tech support in each solution component,
taking advantage of successful implementations at some of the world’s leading high-tech
support Web sites and support centers. For example, the Resolution Flows and Wizards
suggest optimized problem resolution techniques for common high-tech support issues.
The knowledge authoring templates and workflows enable Knowledge Centered Support
(KCS), a knowledge management practice defined by the members of the Consortium
for Service Innovation, as well as other leading processes. And the content connectors
suggest the most productive knowledge sources for high-tech support.
Faster Time to Value
In many cases, the solution components included with KNOVA’s High-Technology Industry
Solution can be applied right out-of-the-box to high technology companies’ online
and one-to-one support processes—for example, complete modules of the included ontology
will apply to almost any high-tech support organization. In other cases, they provide
a starting point that can be rapidly customized to the specifics of support content,
policies and products. In every case, the existence of these pre-packaged solution
components makes implementations faster and more comprehensive, resulting in faster
return on investment.
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KNOVA for High-Technology — Key Features and Benefits |
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Resolution Flows |
Deliver the optimized resolution process for each customer and incident
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High-Technology Ontology |
Auto-tags high-tech support content out-of-the-box |
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CRM Adapters |
Packaged adapters for leading CRM systems — including Siebel, Amdocs and PeopleSoft
support — greatly reduce risk and expense of implementation and maintenance |
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Solution Authoring Formats and Workflows |
Easily capture a broad range of support content, and realize effective knowledge
transfer |
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Content Connectors |
Bring disparate content sources together and leverage investments in existing content
sources |
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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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