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KNOVA for Telecommunications
Optimizing Service Delivery for Telecommunications Service Providers |
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 |
| Resolution Flows Optimized for Telecommunications Service |
Automate repetitive service tasks with knowledge and scripting |
| Knowledge Authoring |
Capture knowledge in the process of delivering
service without requiring additional steps or complex knowledge engineering |
| Integrated Self-Service |
Reduce incoming service volume while keeping customers up-to-date with personalized advisories and promotions |
| Comprehensive Service Resolution Analytics |
Pinpoint areas of customer interest for cross-selling and measure the effectiveness of targeted offers |
| 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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