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The Universe of Search: Knova

This article appears in the issue April 2006 [Volume 15, Issue 4]

Knova Software is a leading provider of Service Resolution Management (SRM) applications that reduce service costs, increase revenues and improve customer satisfaction.

Built on a next-generation search and knowledge management platform, Knova's suite of knowledge-empowered customer service applications automate the resolution process across multiple channels including contact centers, help desks, email, and self-service sites. Features include:

Universal Knowledge Access—
a robust NLP search and classification engine unites disparate knowledge sources and unstructured content from across the enterprise.

Adaptive User Experience—
based upon the context of the query or case, Knova's business process engine guides the user to the optimal resolution.

Seamless Service Delivery—
leveraging a common knowledge backbone, Knova's integrated suite provides seamless escalation and process support across channels.

CRM Integration—
Knova enhances existing CRM deployments, helping to improve first call resolution while reducing call handle times and escalations.

Knova's best-in-class technology and rapid growth have resulted in broad industry recognition and awards for its products, customers and overall company performance. Over 180 of the world's leading companies including HP, H&R Block, Novell, Merrill Lynch, McAfee, Cingular Wireless, Reuters, and QUALCOMM use Knova Software to deliver world-class customer service.


Knova Software
10201 Torre Avenue, Suite 350
Cupertino CA 95014

Phone: 1.800.572.5748
E-mail: info@knova.com
Web: (www.knova.com)

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