NETTING IT OUT

Knova Knowledge Management Software from Consona, “Knova” for short, provides case management and knowledge management customer service capabilities across assisted-service, self-service, and social-service channels.

Organizations purchase subscription or perpetual licenses of Knova for on-premise or cloud deployment. To date, Consona claims that more approximately 100 customer organizations have licensed Knova. Knova 8.0 earns very good grades on the Customer Service Report Card—exceeds requirements grades in knowledge management, search, UI content, customer service process support, and analytic functionality. Only its support for social-service channels and network management earn the grade of needs improvement. Knova best fits customer service with these characteristics: Technical support/product support High-tech organizations KCS methodology If these characteristics match your organization and the products that you offer, then Knova 8.0 can an excellent choice for the software to help deliver excellent, cross-channel customer service.

© 2011 Research In Motion Limited

Illustration 1. This illustration shows the Blackberry Technical Solution Center page on blackberry.com.

CUSTOMER SERVICE

Answer Customers’ Questions and Solve Customers’ Problems

Customer service products help you deliver answers to your customers’ questions and solutions to their problems through their case management, knowledge management, account management, and social network management capabilities—capabilities that support self-service, assisted-service, and social-service channels. These products help answer and solve customers’ questions and problems about your products and services, your business policies, processes, and practices, or about the elements of their relationships with you such as accounts, bills, orders, and contracts.

Knova Product Background

Knova 8.0 is the current version of the knowledge management offering of Consona Corporation, a privately held, Indianapolis, IN-based software supplier. This is a product with a background of many mergers and acquisitions.

• In July 1999 ServiceWare Technologies, Inc. acquired the Molloy Group. Molloy’s self-learning Cognitive Processor search technology was the foundation for Knova’s knowledge management capabilities.
• In September 2002, Kanisa acquired Quiq. The technology of this acquisition forms the foundation for Consona Communities, Knova’s internal communities facility.
• In May 2003, Kanisa acquired Jeeves Solutions, the software division of Ask Jeeves. The natural language search technology and search analytics developed by Jeeves Solutions became key components of Knova’s search functionality.
• In March 2005, Kanisa merged with ServiceWare to form Knova Software.
• In March 2007, Consona Corporation acquired and privatized Knova Software. Knova’s offerings are the core of Consona Knowledge Management.
• In October 2008, Consona changed the name of Knova to Consona Knowledge Management
• In June 2009, Consona acquired the enterprise software-related assets of SupportSoft, Inc. These assets have become the core of Consona Live Assistance.
• In September 2011, Consona changed the name of Consona Knowledge Management to Knova, the offering’s name before Consona’s 2007 acquisition of Knova Software.

Knova 7.0 was the current product version when Consona Acquired Knova in March 2007. Version 7.3 was introduced in October 2009 as Consona Knowledge Management 7.0. Version 8.0 was introduced as Consona Knowledge Management 8.0 in March 2011. Consona claims that the active installed base for Knova is approximately 100 customer organizations.

What’s New in Knova 8.0?

What’s new in Knova 8.0? Let’s start with...