In December 2004, ServiceWare merged with CA based Kanisa. ServiceWare Technologies Inc had provided Web-based knowledge management solutions for customer service and support. Following the merger, the new entity was renamed Knova Software. Originally listed on NASDAQ and then moved to Over the Counter, Knova moved back to NASDAQ (NASDAQ:SVCW). In March 2007, Knova Software, Inc. was then acquired by Consona Corporation. Knova Software, Inc. had engaged in the design, development, marketing, and support of customer relationship management software applications and services that enable customer service organizations to resolve service requests. It primarily offers Knova Application Suite, including Contact Center, Self-Service, Forums, Field Service, and Knowledge Desk. Contact Center is an assisted-service application for customer service and help desk agents, which enables them to resolve customer issues and questions. ontact Center integrates a knowledge management system with features, such as search, collaboration, interview scripting, email response, and knowledge authoring. Self-Service is an application that enables customers and employees to resolve their own issues and questions on an enterprise Web site. Forums is an application for online customer communities and forums that enable customers to discuss and collaborate on topics of interest, including an enterprises products and services. Field Service is a mobile support application that enables field technicians and service professionals to search the knowledge base and resolve problems at the customer site. Knowledge Desk is a packaged knowledge management solution for service and help desks to resolve questions, author knowledge, and manage repositories of intellectual capital. The company also provides maintenance and/or professional services, including training and implementation services, consulting, and technical support.
