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Finalist KMWorld Promise 2012: APTEAN

This article appears in the issue November/December 2012, [Vol 21, Issue 10]


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Aptean (formerly Consona), a global leader in enterprise application software, gives businesses a competitive edge. We empower people and businesses with end-to-end, industry-specific solutions to address complex business challenges more effectively. Our software applications and professional business services enable more than 9,000 customers, in more than 100 countries, to more successfully manage their business.

Knova is Aptean's patented KM solution that offers agent- and customer-facing functionality on a common platform. Knova's rich authoring, self-service, and analytics functionality are KCS Verified v4 and used by some of the world's largest service and support organizations that need to assist their customers with resolving technical and complex issues, within industries such as high tech, insurance, and enterprise-class IT help desks.

Knova Knowledge Management includes:

Knova Knowledge Central—gives agents the tools they need to easily access, capture, and author knowledge in the course of resolving customer issues. Patented search technology gets agents to the right answers quickly and guides them through the resolution process.

Knova Self-Service—provides intuitive access to the content customers need to resolve issues themselves, 24/7, offering convenience while deflecting calls. Personalized microsites allow segmentation while CRM integration allows customers to log a case, when needed, that includes their self-service history, improving the handoff to assisted service and speeding time to resolution.

Knova Analytics—our fully configurable toolset built on cutting-edge QlikView technology provides fast, consistent reporting across multiple service and support channels. Knova Analytics and our role-based dashboards are built to align with KCS measurement recommendations.

Aptean (formerly Consona)
450 East 96th Street, Suite 300
Indianapolis IN 46240

866-224-5800 or +1 317-249-1700
info@aptean.com
www.aptean.com

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