KNOVA, a Consona CRM solution, is an intelligent customer experience solution that maximizes the value of every interaction throughout the customer lifecycle. Built on an adaptive search and knowledge management platform, KNOVA's suite of applications helps companies increase revenues, reduce service costs and improve customer satisfaction. KNOVA turns information into a knowledge powerhouse, and delivers it in a user experience that raises the definitions for collaboration and community to new levels.

Our self-service, contact center, help desk and peer support applications automate the most critical part of customer service—actually resolving the case, not just tracking it. The result: reduced costs while improving satisfaction, and increased revenues from a more loyal customer base.

Global industry leaders including AOL, HP, Ford, H&R Block, Novell, Merrill Lynch, McAfee, Reuters, and QUALCOMM rely on KNOVA solutions to deliver world-class customer service.

KNOVA's award-winning application suite is built on a next-generation search and knowledge management platform. KNOVA 7 applications include:
     • KNOVA Contact Center: An assisted-service application that empowers agents and analysts with search, authoring, multi-channel collaboration and response as well as tailored up-sell options so they can quickly and effectively provide resolutions.
     • KNOVA Self-Service: A comprehensive self-service application that provides a personalized branded experience, directed to as narrow or broad an audience as applies, which employs NLP, direct answer or wizards to deliver the best possible resolution be it proactive escalation to the appropriate channel or a specific answer.
     • KNOVA Forums: A fully-integrated forums application that leverages KNOVA's platform to pinpoint the most useful third party knowledge and most valuable contributors while capturing appropriate forums content for re-use as publishable data to resolve queries and promote brand.
     • KNOVA Knowledge Desk: A robust knowledge management solution that empowers help desks to quickly resolve problems and questions.
     • KNOVA Guided Selling: An interactive guide that dynamically provides customers with a powerful resource to discover product options and comparisons, allowing them to make informed purchasing decisions.

Key differentiators 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
     • Intelligent Analytics & Reporting—KNOVA’s fully integrated advanced analytics and reporting provide unprecedented levels of actionable insight. The result? You can continually optimize your customer’s experience, your internal resources, and build a vibrant community.

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