Aptean (formerly Consona) profile
Knova is a world-class knowledge management application from Aptean (formerly Consona) with customer service and support solutions spanning self-service, agent-assisted service, CRM, customer management, chat, and proactive support. Our KCS Verified tools are the choice for integrated, multi-channel service and support organizations.
Aptean, a global leader in enterprise application software (EAS), gives businesses of all sizes 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. Software built specifically for our target markets, aligned with deep knowledge across vertical industries, allow businesses to satisfy their customers, operate most efficiently, and stay at the forefront of their industry.
Knova Knowledge Management–a sophisticated, patented KM solution that offers agent- and customer-facing functionality on a common platform. Knova’s rich authoring, self-service, and analytics functionality is KCS Verified v4 and used by some of the world’s largest service and support organizations within industries that need to assist their customers with resolving technical and complex issues, such as high tech, insurance, and enterprise-class IT help desks.
Knova Knowledge Management includes the following applications:
Knova Knowledge Central– gives agents, operations analysts, and managers the full suite of functionality they need to craft the best possible customer experience. An integrated resolution workbench integrates with CRM to provide one screen with all the capabilities needed to solve and document each customer interaction. Knowledge is easy to capture, author, and update in the course of solving customer problems. A sophisticated search uses patented technology to guide agents through the resolution process, automatically, delivering results from all relevant content, whether stored inside the knowledgebase or not. And comprehensive analytics provide the insights needed for assessing agent performance, continuously improving the customer experience, and making a solid business case for knowledge management.
Knova Self-Service–provides all the functionality and content that customers need to resolve issues themselves, immediately, 24/7, offering convenience while deflecting calls. A simple administration console lets service and support website owners create personalized microsites for different customers and segments. Resolution wizards guide customers through a specific process for specific high-value issues. Personalized content panes and subscriptions keep customers up-to-date on the issues they care about. And CRM integration ensures that customers never hit a dead end: with the right entitlement, customers can log a new case or incident that automatically includes all of their self-service history, improving the handoff to assisted service and speeding time to resolution.
Knova Communities–seamlessly integrates with other support channels, providing one view into all of a company’s collective knowledge. Sometimes customers call support looking for answers. If provided the opportunity however, many will opt to find answers themselves via user forums OR self-service. Most forums today are highly stand-alone, but by integrating forums content with the service resolution process, Knova offers a unique opportunity to add third party expertise and knowledge to the self-service experience.
Knova Analytics–a visual, intuitive set of tools with role-based reports built on cutting-edge technology. Utilizing the power of QlikView technology, we solve the problems of old school online analytical processing (OLAP) cube-based reporting, and solve newer problems associated with reporting consistently across multiple service and support channels. Knova Analytics and our role-based dashboards are built to align with KCS measurement recommendations.