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CIO Review >> Magazine >> March - 2016 issue

Knoah Solutions, Inc.: Offering Comprehensive Multi-channel Contact Center Service


As technology advances, enterprises invest enormously to improve quality for a seamless customer experience. Being one of the best BPO (Business Process Outsourcing) services company in India, Knoah Solutions, headquartered in Nevada with offices in Hyderabad and Pune, offers innovative and creative solutions to meet the needs of its customers. Their RightENGAGE Customer Engagement Solutions help tailor the right customer engagement channel or combination of channels, whether it's voice, chat, email or social media, for their customer care, technical support, sales and back office programs, accommodating unique requirements of any client with utmost focus on quality. Knoah Solutions has developed TotalAssureQA, a strategic Quality Assurance program in the contact center outsourcing environment for organizations lacking budget, time, staffing, tools or in-house expertise to effectively manage a comprehensive quality assurance program. In addition, the company offers a cloud-based, mobile-compatible reporting and analytics solution named KnoahsARK 360. It is an industry unique software tool that goes beyond agent level workforce management and brings One View Analytics and Actionable Insights to its clients for their entire customer experience program environment.

It is also significant to look at its flexible, high performance turnkey solutions which focus on customer satisfaction while driving revenue and value for its clients, reducing their costs. Knoah Solutions has been successfully helping large and small companies address their challenges by providing a unique blend of management experience, operational process best practices, and state of the art technology, such as its proprietary WFO (Workforce Optimization) tool, KnoahsARK 360. Consequently, KnoahsARK 360, provides a comprehensive visibility into contact center and agent performance metrics. KnoahsARK 360 is an industry unique software tool that provides monitoring, measurement, analysis, reporting and feedback across the entire support model. The solution offers a gateway to all its applications and enables Knoah Solutions to be more flexible and less dependent on other vendor products for maintaining and improving customer service. The flexibility and functionality of KnoahsARK 360 allows the company to realize the benefits of its contact center life cycle management process. In addition, KnoahsARK 360 enables management teams to manage the entire customer contact center environment by integrating locations staff, departments, tools, data points and processes in one view while making better decisions. Its clients have access into KnoahsARK 360 to get visibility into Knoah’s operations and provide direct feedback and information.

Founded in 2001, Knoah Solutions’ unique and consultative approach to contact center service delivery has earned awards and recognition from independent review bodies like International Association of Outsourcing Professionals, ranking among the IAOP Global Outsourcing 100 and listed in the top 10 as Best Rising Star for several years. Last year, the company was recognized as Best Outsourced Provider - CCW Awards 2015 Winner. Additionally, Knoah Solutions received the 2015 MVP Quality Award. Built on a “client for life” philosophy, Knoah Solutions continues its successful journey as a partner who is committed on client satisfaction, retention and loyalty while offering cost effective services.