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For public relations
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Melissa Stahley
Consona Corporation
317.249.1270
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Press Release
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Cupertino, Calif., October 31, 2006 - KNOVA Software, Inc.™ (OTC
Bulletin Board: KNVS), a leading provider of Intelligent Customer Experience™ applications,
today announced its inclusion in the "Visionaries" quadrant of Gartner's 2006 Magic
Quadrant for Information Access Technology. (1)
"We believe KNOVA's placement in the "visionaries" quadrant in Gartner's Information
Access Technology report confirms the market position we have taken in applying
adaptive search and knowledge management capabilities to the challenges facing customer
service organizations," commented Bruce Armstrong, president and CEO of KNOVA Software.
"As our customers continue to see their own products increase in complexity, and
their call volume increase as they grow, they realize that delivering a high quality
customer experience requires next-generation solutions. The recent release of KNOVA
7 and the excellent response from current customers and prospects illustrate the
power of KNOVA's Service Resolution Management platform."
KNOVA's search applications deliver an adaptive resolution experience, through three
core points of technological differentiation:
- Combining Natural Language Processing, dynamic classification and clustering, and
self-learning techniques to drive an improved search experience;
- A common model for indexing, managing and classifying knowledge in all its forms,
whether unstructured documents, people, or transactional data; and
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Seamlessly embedding search and knowledge delivery into the business process and
service resolution workflow across assisted service, self-service, and peer support
environments.
Authored by Whit Andrews and Rita E. Knox, research vice presidents at Gartner,
the Information Access Technology report evaluates vendors on eight encompassing
criteria, including Overall Viability and Ability to Execute Product/Service. According
to Gartner, vendors included in the Visionaries quadrant "have demonstrated imaginative
and insightful approaches to the information access technology market, but lack
the resources to prove their leadership and guaranteed strength in the future. They
all possess architectural flexibility and creative means of establishing relevancy.
Greater manifested financial depth and market traction would improve their positioning.
Any could emerge as Leaders through stronger market performance."
About KNOVA 7
- KNOVA Contact Center: An assisted-service application that empowers agents
and analysts with search, authoring, multi-channel collaboration and response as
well as tailored up-sell options so they can quickly and effectively provide resolutions.
- KNOVA Forums: A fully-integrated forums application that leverages KNOVA's
platform to pinpoint the most useful third party knowledge and most valuable contributors
while capturing appropriate forums content for re-use as publishable data to resolve
queries and promote brand.
- KNOVA Self-Service: A comprehensive self-service application that provides
a personalized branded experience, directed to as narrow or broad an audience as
applies, which employs NLP, direct answer or wizards to deliver the best possible
resolution be it proactive escalation to the appropriate channel or a specific answer.
- KNOVA Field Service: A knowledge-empowered mobile support application that
enables service professionals to quickly resolve customer issues on-site
- KNOVA Knowledge Desk: A robust knowledge management solution that empowers
service desks to quickly resolve problems and questions.
- KNOVA Guided Selling: An interactive guide that dynamically
provides customers with a powerful resource to discover product options and comparisons,
allowing them to make informed purchasing decisions.
The Magic Quadrant is copyrighted October 2006 by Gartner, Inc. and is reused with
permission. The Magic Quadrant is a graphical representation of a marketplace at
and for a specific time period. It depicts Gartner's analysis of how certain vendors
measure against criteria for that marketplace, as defined by Gartner. Gartner does
not endorse any vendor, product or service depicted in the Magic Quadrant, and does
not advise technology users to select only those vendors placed in the "Leaders"
quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant
to be a specific guide to action. Gartner disclaims all warranties, express or implied,
with respect to this research, including any warranties of merchantability or fitness
for a particular purpose.
About KNOVA Software
KNOVA Software is a leading provider of Intelligent Customer Experience™ solutions
that maximize the value of every interaction throughout the customer lifecycle.
Built on an adaptive search and knowledge management platform, KNOVA's suite of
applications helps companies increase revenues, reduce service costs and improve
customer satisfaction. Industry leaders including AOL, Ford, H&R Block, HP, McAfee,
Novell and Reuters rely on KNOVA's award-winning Service Resolution Management,
Interactive Brand Optimization and Guided Selling applications to power an intelligent
customer experience on their Web sites, and within their contact centers. KNOVA
Software is headquartered in Cupertino, Calif. For more information, visit
www.knova.com.
1 Gartner Magic Quadrant for Information Access Technology, 2006 Whit
Andrews and Rita E Knox, October 2006.
KNOVA Software, KNOVA, KNOVA 6, KNOVA 6.5, KNOVA 7, KNOVA Contact
Center, KNOVA Self-Service, KNOVA Forums, KNOVA Field Service and KNOVA Knowledge
Desk are trademarks of KNOVA Software, Inc. All other trademarks are properties
of their respective owners.
Under the safe harbor provisions of the Private Securities Litigation Reform Act
of 1995, statements in this press release that are not historical facts, including
those statements that refer to KNOVA Software's plans, prospects, expectations,
strategies, intentions, hopes and beliefs and the expected benefits of the use of
KNOVA's products are forward-looking statements. These forward-looking statements
are not historical facts and are only estimates or predictions. Actual results may
differ materially from those projected as a result of risks and uncertainties detailed
from time to time in the company's Securities and Exchange Commission filings. Any
forward-looking statements are based on information available to the company today
and the company undertakes no obligation to update publicly any forward-looking
statements, whether as a result of future events, new information, or otherwise.
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