Knoa Software Turns Contact Center Processes on Their Heads, According to Ovum

June 26th, 2012 by simran Leave a reply »

Knoa(R) Software, the leading provider of end-user experience and performance management software, today announced that independent research firm, Ovum, has included the company in its recent research, “Contact Center Analytics Vendors in North America: Three to Watch.” The research authored by esteemed analyst Keith Dawson includes Knoa as a vendor with an innovative approach to uncovering flaws in business processes that underlie enterprise contact center applications, in order to isolate and better solve problems.

Knoa Software provides a single source for application performance metrics from the perspective of the enterprise end-user. Its innovative solutions monitor, measure and manage how end-users are actually using CRM applications to optimize business process execution. The results are accurate application performance metrics and an unprecedented level of visibility into the end-users’ performance, providing insight into user actions before, during and after transactions — from all users, at all locations, at all times.

“Although a handful of companies have dominated the customer interaction and customer center technology markets for many years, there are multiple smaller vendors who’ve been creating new and exciting technologies designed to improve the customer experience and increase operational efficiencies,” said Keith Dawson, analyst, Ovum. “Knoa is one such vendor as it provides a new window into assessing agent performance by analyzing how applications perform and how agents interact with software.”

According to the research report, most contact centers lack the appropriate set of tools to measure all aspects of agent performance. The three vendors included in the research (Knoa Software, Upstream Works and Clarabridge) take very different approaches to contact center performance, but all possess the same qualities:

– Approaching contact center analytics from a perspective going well beyond traditional individual agent performance.

– Working with data sets that are outside the traditional call handling data stack.

– Origins in application domains outside of the contact center; giving a fresh perspective on managing the customer experience.

– Taking what is normally seen as tactical tools and processes and revamping them into strategic assets.

Knoa Experience and Performance Manager (EPM) is resold by SAP AG as the SAP(R) User Experience Management (SAP UEM) application by Knoa. It currently supports SAP solutions including the SAP NetWeaver(R) Portal, the SAP Customer Relationship Management (SAP CRM) application and SAP BusinessObjects(TM) solutions. Knoa EPM also supports Oracle(R) Siebel(R) CRM.

Source:http://www.marketwatch.com/story/knoa-software-turns-contact-center-processes-on-their-heads-according-to-ovum-2012-06-25

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