KNOVA, a Consona CRM Solution
20823 Stevens Creek Blvd., Suite 300
Cupertino, CA 95014
1.800.572.5748
Solutions:
KNOVA 7
KNOVA Contact Center
KNOVA Self-Service
KNOVA Forums
KNOVA Knowledge Desk
KNOVA Field Service
KNOVA Guided Selling
Innovation in Offer Management
Innovation in Analytics
Innovation in Optimization
Company 360
Revenues:
$23.6M
Installed Base:
180
Employees:
110
Deployment:
OnPremise
Customer References
AOL
HP
QLogic
Novell
Canon
Verizon Wireless
VMWare
Trend Micro
Ford
H&R Block
Reuters
QUALCOMM
John Ragsdale Commentary
Originally known as a knowledgebase provider, KNOVA has expanded their suite into some interesting terrain. Winner of a 2006 SSPA Recognized Innovator Award, KNOVA offers industry leading analytic based searching, tools for creating highly personalized self-service microsites, and a full Web 2.0 Forum product well integrated to the rest of the eService suite. KNOVA added guided selling to the mix in 2006 with the acquisition of Active Decisions with an eye toward Value Added Support.
Functional Coverage
eService
Web Collaboration
Proactive Chat
>
Email Response Management
>
Agent Knowledgebase
Agent Diagnostic Tools
>
Customer Knowledgebase
>
Customer Self-Service Problem Diagnostic/Self-Healing
