Independent Research Firm Ovum (News - Alert) has included Knoa Software, a provider of call center end-user experience and performance management software, in its recent research, "Contact Center Analytics Vendors in North America: Three to Watch." The research includes Knoa (News - Alert) with an approach to uncovering business process problems that underlie enterprise contact center applications in order to isolate and solve problems more effectively.

Knoa provides a single source for application performance metrics from the perspective of the enterprise end-user. Its 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 visibility into the end-users' performance that provide insight into user actions before, during and after transactions.

"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 (News - Alert), 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 report, many contact centers lack the right set of tools to measure all aspects of agent performance. The three vendors included in the research (Knoa Software, Upstream Works (News - Alert) and Clarabridge) take different approaches to contact center performance, but possess the same qualities, which include:

• Approaching contact center analytics from a perspective beyond traditional agent performance.
• Working with data sets that are outside the traditional call handling data stack.
• Origins in application domains outside of the contact center.
• Revamping tactical tools into strategic assets.

Knoa Experience and Performance Manager (EPM) is resold by SAP (News - Alert) AG as the SAP User Experience Management (SAP UEM) application by Knoa. It supports SAP solutions such as the SAP NetWeaver Portal, the SAP Customer Relationship Management (SAP CRM) application and SAP BusinessObjects solutions.

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