NODA Enters Knowledge Management Systems Market

NODA has purchased a share in Minerva Soft, a Russian developer of knowledge management systems for front-office and other corporate departments. This deal will enlarge NODA’s portfolio of digital service solutions with a new product, Noda KMS (Knowledge Management System). The solution is already in use at the contact centers of Sovcombank, Qiwi and AK Bars Bank and is in the process of implementation at Uralsib bank.

As a vendor, NODA has acquired a share in the capital of Minerva Soft, which develops Minerva KMS, a knowledge management system. The parties are planning to upgrade this customer service product together under NODA brand name. It will be available as a stand-alone solution which can be seamlessly integrated into any IT infrastructure and as a part of NODA digital services ecosystem.

Noda KMS will enable large and medium-scale companies to create knowledge bases for contact centers and front office employees. The product helps to supply all the employees with a reliable universal source of information which synchronizes and updates data on the company's products, services and business processes. Such a knowledge base helps employees engaged in customer services find the necessary information quicker and makes the search more effective. Besides, the system serves as a reliable tool for informing personnel of any changes in the business content and keep their answers to customers up-to-date.

Noda KMS can be the sole source of information for external systems as well. For instance, in case of integration with a chatbot and the company website, the system will rule out situations when customers get different answers to the same question from different service channels.

Noda KMS seriously speeds up call processing, helps train new employees almost two times faster, and reduces the amount of errors in customer consultations. In projects, the call processing time falls by 10% within the first three months of operation.

"For the last 20 years, NODA has been developing its customer service ecosystem which is currently used by over 500 companies. Noda KMS is the fifth technologically mature product that we integrate into the Noda ecosystem portfolio, " says Andrey Zaitsev, NODA Director of Contact Center and Robotic Systems Department. "We are sure that our experience and the skills set of MinervaSoft team will enable us to provide businesses with a convenient and efficient tool for knowledge management and systemic CX improvement" .

"The partnership with NODA will help us develop our product faster and will give us a chance to take part in large-scale projects which require end-to-end customer service solutions" , says Alexey Zobnin, MinervaSoft CEO. "Besides, we hope that our collaboration will allow both companies to join their efforts and expand the application field of our product" .

NODA provides end-to-end digital customer service solutions and is the leader in terms of installations at professional contact centers. The company's product range includes Noda Contact Center omnichannel communication platform, a workforce management solution Noda WFM, and Noda Erudite, AI platform for creating chat and voice bots.

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