Whether you are a Fortune 500 company or an SMB, Knoah Solutions’ global BPO services create memorable experiences that matter to your brand. Our customizable and flexible, multichannel customer engagement solutions help you meet the needs and challenges of each of your customers through voice, chat, email and social media. While our award-winning, TotalAssure QA, third-party call monitoring solution allows you to uncover factors that are affecting the quality of your customer interaction. And it is all powered by our proprietary WFO tool, KnoahsARK. Knoah has the adaptability that big companies can’t provide and a level of competency and scale that smaller companies can’t deliver on. Knoah’s innovative and consultative approach has repeatedly earned us awards and recognition from independent review bodies like IAOP.

We pride ourselves on offering clients the ultimate in flexibility and ease to doing business. Knoah can meet you where you are with our flexible delivery models:

VoiceLive ChatEmailData AnalyticsThird-party Quality AssuranceSocial Media

Turnkey Delivery: Leverage our end-to-end solutions so you can focus on running your business and leave your customer experience and technology management to us.

Multi-vendor Delivery: We are happy to work along side other vendors you may have in place and often drive the performance of those partners so everyone improves for your benefit.

Blended Delivery: Allocate a portion of your business to us and keep a portion in-house to ensure an optimal mix of cost savings vs. knowledge preservation and escalation support.

Global Delivery: Manage language and regulatory requirements by balancing contact handling between onshore, offshore and nearshore resources.

Knoah Solutions offers outsourced:

We Create MemorableExperiences that Matter to Your Brand

Global Multichannel Contact Center Outsourcing

SolutionOverview

Knoah Solutions, founded in 2001, is a privately held company headquartered in Las Vegas, Nevada with operations facilities in Las Vegas, NV, Hyderabad & Pune, India and Tegucigalpa, Honduras. We are an award-winning and rapidly growing, Global Business Process Outsourcing (BPO) Contact Center and Quality Assurance Services company. Knoah delivers flexible, high performance turnkey solutions focused on customer satisfaction, driving revenue and value for our clients while reducing their costs.

Knoah competes directly with the mid-sized to large BPOs in many industry verticals. Knoah has continued to be recognized as a leading global provider of BPO and Contact Center outsourcing services by such bodies as International Quality & Processes Center (IQPC) and International Association of Outsourcing Professionals (IAOP). We provide comparable services with the same outstanding results yet because of our size, we can provide more flexible, responsive interactions with our clients, providing a much more effective partnership.

Global Delivery ModelKnoah Solutions’ wide range of outsourcing services combined with the flexibility of choosing onshore, offshore, nearshore or a combination of locations provides a powerful and flexible value proposition to our clients. Our right shoring model allows us to customize your solution by offering your customers around the clock support, highly trained staff and multilingual support at lower costs, allowing us to scale our capabilities as your needs change.

Knoah’s onshore facility is located in Las Vegas, Nevada. It is centrally located near McCarran Airport and world class amenities for visitors. Las Vegas is home to a wealth of call center experienced personnel as well as access to UNLV Graduates. We have two offshore facilities located Hyderabad, India and Pune, India. Our Hyderabad facility is located within Hi-Tech City and our Pune facility is situated in what has become the Silicon Valley of India. Both locations offer a large population of highly educated people, well-developed technology and core services infrastructure at lower costs for staff and facilities than other Indian cities. Our Nearshore facility is located in Tegucigalpa, Honduras. Tegucigalpa is a modern and growing Central American capital city with good infrastructure and transportation support along with a focus on security and supportive business climate. Honduras shares a cultural affinity and time zone alignment with the U.S. They have the highest number of bilingual schools in Central America also making them the largest accent neutral, English-speaking workforce in the region.

Las Vegas, Nevada Facility

Hyderabad, India Facility

Pune, India Facility

Tegucigalpa, Honduras Facility

SolutionOverview

RightENGAGECustomer Engagement Solutions

Voice

Email

Chat

Social Media

The customer experience is paramount at Knoah. We believe that we are an extension of our clients’ brands and we have developed proven methodologies that have matured over time to deliver on our clients’ and their customers’ expectations.

Knoah leads the way in providing innovative and creative solutions to meet the needs of your customers. Whether it’s through voice, chat, email or social media, our RightENGAGE Customer Engagement Solutions allow you to tailor the right channel or channels to engage with your customers.

All of Knoah‘s solutions and services are built to work together, seamlessly, or as an add-on, with our clients’ existing initiatives.

RightENGAGE – Customer Engagement Solutions

Email: Looking for a cost-effective way to respond to your customer inquiries while still providing fast, high quality answers? Knoah’s email solution enhances your customer engagements as a stand-alone form of communication or in conjunction with other contact channels. Email is a great way to avoid spoken language barriers. Our onshore and offshore email agents can seamlessly provide support in a variety of languages. We are able to sort, track, reply, report and analyze online customer inquiries, giving you actionable insights into customer service and satisfaction.

Social Media: Today’s consumers are more engaged than ever before. They are technologically savvy and ready to share their likes and dislikes on global, public platforms. It is the era of instant communication and consumers expect prompt responses. But with the increasing number of people communicating through social media and the rapid speed at which they do it, companies are finding themselves with a lack of resources to keep up. With Knoah Solutions Social Monitoring Support Services, we can help you bring order to this communication chaos by tracking and analyzing all relevant social media channels, reporting on what is being said and engaging those customers that require real-time support in a meaningful and effective manner.

Back Office: Knoah's back office processing capabilities are second to none. Many of our clients rely on us to deliver on a wide range of complex tasks that require efficiency and the highest possible accuracy at an affordable price, such as:

We have successfully scaled to hundreds of agents for short term projects without sacrificing results. At Knoah, your back office tasks will be given front office care.

Market Research

Call Transcription

Data Entry

Database Scrubbing

Renewals & Cancellation Requests

Voice: Personalize your customers’ experiences by giving them the ability to talk to a “live” person. Knoah’s voice solution combines our strong operational foundation and our award-winning, quality processes to give your customer that personal touch they’re looking for while providing them with best possible resolution to their issue the first time they call. Our scalable and redundant VOIP infrastructure and our innovative, cloud-based workforce optimization technology, KnoahsARK, ensures long term partnership success.

Chat: Knoah is a chat pioneer. We were one of the first companies offering chat solutions within the contact center industry, since 2002. We have helped develop many of the current best practices in the industry. Our chat solutions give your customers the ability to receive immediate help they need, alleviating them from frustration and abandoning your website. Proactive chat allows our agents to provide assistance when they notice a customer is having trouble. Our co-browsing option even allows our agents to guide your customers by adding cutting-edge browser sharing functionality to the live chat experience.

SolutionOverview

Knoah takes a consultative approach to discovering and uncovering factors that are affecting the quality of your customer interactions.

TotalAssure QA is Knoah Solutions’ award-winning, third-party quality assurance offering developed for organizations that don’t have the budget, time staffing, tools or in-house expertise to effectively manage a comprehensive quality assurance program.

Knoah can provide robust, remote QA services on voice, chat, email and back office processing teams using our highly experienced QA specialists.

TotalAssure QA

Turnkey implementationProactive Partnership

Knowledgeable QA Staff

Adaptive Processes

Management Expertise

KnoahsARK Software (Cloud-based)

Openness to change and improvementU.S. & India operations and client management

“The knoah way”, easy to do business with

Rigorous screening/training processSupervisors/QA staff with call center experience

Analysts provide deep dive analysis & target coaching strategies

ISO 27001 certified processesSix Sigma root cause analysisTried & Tested QA best practices

Web-based commercial grade QM toolClient dashboard access to full suiteWeb based reporting and scorecards

Award winning outsourcerLong standing U.S., India & Honduras Executive team10 Years of QA services delivering to U.S. clients

Full IT infrastructure, Training and process transition teamSeamless pilot to production deploymentSupport for hybrid (Onshore/Offshore/Nearshore)

SolutionOverview

At the core of our quality methodology is our innovative and proprietary application, KnoahsARK. It is a cloud-based, mobile-compatible reporting and analytics solution that provides multi-layered insights for program, team and agent performance and enables the various roles that exist in our organization to enter, share, and report on data in a variety of areas within our day-to-day operations. Knoah clients also have a role and access into KnoahsARK that enables them to have visibility into our operations and also to provide direct feedback and information that helps to speed communication on issues before they become potential problems.

KnoahsARK has been developed based on our experience of managing people, processes and technology for our global, Fortune 500 clients.

KnoahsARK is an integrated contact center performance management software that goes beyond agent level workforce management and brings our clients One View Analytics and Actionable Insights for their entire customer experience program environment across multiple levels and across multiple locations, providing a gateway to all applications at Knoah.

KnoahsARK KnoahsARK Enables You To:

Reduce Cost

Enhance Customer Experience

Analyze and Decide

Manage Multi-site Environment

Manage Staffing Improve Processes And Practices

SolutionOverview

Business Continuity and Disaster RecoveryKnoah understands the mission critical aspect of our clients’ business and therefore has implemented multiple redundancies across all of our sites and backup procedures to ensure our clients are always up and running. The emergency and disaster recovery processes have been implemented for all of our support channels (i.e., voice, email, and online chat). Knoah’s business continuity management plan is to help ensure timely recovery of critical business operations of Knoah after a business interruption and return it back to normalcy.

Awards & RecognitionOur commitment to honoring - and surpassing - industry standards for customer experience, staff management and service delivery has earned us numerous awards for excellence from independent third-party institutions and by our own employees including:

Knoah is certified for ISO 9001, ISO 27001, PCI DSS and HIPAA. As a part of sustaining the certification, quarterly internal audits and yearly external audits are performed.

Information Security Management and Certifications

General Security

Physical Security

Network SecurityLogically/Physically segregated network

No wireless access points

Restricted internet, email & VPN access

Resources on client’s environment

Access controls on systems

Log retention

Periodic security refreshers & audits

Printers & shredders

CCTV cameras

Electronic card key with badge

Auditable logs

Restricted entry

Physical segregated work space

B E S T B P OEMPLOYERS

DQ-CMR Best Employers Survey 2012

In People Management & HR Scores

In Company Image & Training

SolutionOverview

We’re Flexible

Why Knoah?

Not an out-of-box solution

Flexible Delivery Models:

o Turnkey

o Multi-vendor

o Blended

o Multilingual

o At home

With you

With your customers

We Communicate We Analyze

TotalAssure QA

KnoahsARK

We’re Innovative

Proactive

Transparent

We DeliverWe simplify & solve

Consistent & sustainable results

Knoah has the adaptability that big companies can’t provide and a level of competency and scale that smaller companies can’t deliver on.

Business Process Outsourcing / Contact

Center Offerings:

Customer Service, Technical Support and Sales Support Services via Voice, Email, Chat and Social Media Channels. Back Office and 3rd Party Quality Assurance Monitoring Services

Awards:

2015 Best Outsourcer of the Year Award - Call Center Week 2016 Product of the Year Award - KnoahsARK 2016 Customer MVP Quality Award - TotalAssure QA2016 IAOP Global Outsourcing 100Best BPO Employers In India

Industries Served:Technology; Computer Hardware & Software; Telecommunications - Wireless, Cable & High Speed Internet; Insurance; Retail & eCommerce; Consumer Electronics; Energy & Utilities; Sports & Recreation; Manufacturing; Travel & Hospitality; Automotive

Ownership: Private – Sri Myneni, CEO & Co-Founder, and Ralph Barletta, EVP & Co-Founder

Founded: 2001

Languages Currently Supporting: English, Spanish, French, Italian, German, Mandarin, 10 Indian Languages

Number of Customers: 25+

SolutionOverview

Our competitive pricing packages include: ordering phone lines, IVR set-up, 100% recording, knowledge base creation, quality analysis, CRM and agent performance management tools, reporting/analytics and managing staffing around the clock. No other provider can ensure you will meet your customer experience goals for a price you can afford.

Knoah Solutions

www.knoah.com | 702-722-5005 | Las Vegas | Hyderabad | Pune | Tegucigalpa

More than

worldwide1,800 agents

Ideal for customer service, technical support and sales business processes

Supporting client requirements of 10 to 100s of agents

Established 2001

Las Vegas, NV

HyderabadPune

Headquarters: Las Vegas, NV

Global Delivery Centers:

IndiaU.S.

Tegucigalpa

Honduras

We create memorable experiences that matter to

your brand through customizable and flexible

solutions to meet the needs and challenges of each of

your customers.

Voice

Email

Social Media

KnoahsARK360

Back Office

TotalAssure QA

Chat

CustomerExperience

Management

SolutionOverview