|
|
Press Release
|
KNOVA's Award-Winning KNOVA 7 Platform Acknowledged for Improving
How Companies Provide Customer Service and Support
CUPERTINO, Calif., May 7, 2007 - KNOVA Software, a Consona CRM
solution, today announced it has been named a "Recognized Innovator" by the Service
& Support Professionals Association (SSPA), the largest and most influential association
for technology services and support professionals. KNOVA was honored for improving
the way companies derive business intelligence from captured customer interaction
data, and showcased at the SSPA Best Practices Conference today in San Diego. KNOVA
also was recognized in another category for enabling companies to generate additional
revenue in inbound customer support centers with intelligent offer management. Winners
were selected by a panel of seven judges, including industry experts, SSPA members
and SSPA Vice President of Research John Ragsdale.
"With technical complexity creating an explosion of customer interactions, innovative
service and support applications are required to help companies continue to meet
and exceed customer expectations," said Ragsdale. "KNOVA offers innovative technology
and thought leadership that can revolutionize the way companies approach assisted
and unassisted customer support."
"We are extremely pleased to accept this honor from one of the industry's most recognized
entities," said Pete Strom, general manager of Consona CRM. "This award is a testament
to the innovation and accomplishments KNOVA has achieved over the past year, as
well as its dedication to helping companies maximize the value of every interaction
throughout the customer life cycle in an effort to improve overall customer service."
KNOVA was named a winner in the SSPA's Analytics Innovation category. According
to SSPA members, companies are collecting massive stores of customer history and
interaction data, but what is missing is strong, business user targeted analysis
tools to identify strategic business intelligence from the data. Companies recognized
for Analytics Innovation are delivering complex analytics to derive "order from
chaos," and identify key business learnings based on customer information, problem
resolution statistics, or other ancillary data.
KNOVA also was named a winner in the SSPA's Offer Management Innovation category.
A core SSPA message in 2007 is "Value Added Support," and leveraging service interactions
to increase revenue is a key part of this message. Companies recognized for Offer
Management Innovation are delivering solutions that enable upselling and cross-selling
in a variety of customer situations (B2B and B2C) and channels (assisted and unassisted),
helping support organizations increase customer wallet share and contribute to the
company's revenue goals.
More information on the SSPA Best Practices Conference and SSPA Recognized Innovators
can be found at www.thesspa.com.
About the SSPA
As the industry's foremost professional association, the Service & Support Professionals
Association (SSPA) is a key resource for the information and best practices needed
to make better business decisions. It brings together the best minds from across
the industry spectrum-from established companies with successful track records to
the pioneering newcomers with out-of-the-box ideas. The SSPA also partners with
thought leaders such as J.D. Power and Associates and the Wharton School of Business
to create programs that benefit the industry. The SSPA is a member of a global network
of associations that includes the Technology Professional Services Association (TPSA),
the Association for Services Management International and the Electronic Supply
Chain Association. For more information, visit
www.thesspa.com.
About KNOVA Software
KNOVA, a Consona CRM solution, is a leading intelligent customer
experience solution that maximizes the value of every interaction throughout the
customer lifecycle. Built on an adaptive search and knowledge management platform,
KNOVA's suite of applications help companies increase revenues, reduce service costs
and improve customer satisfaction. Industry leaders including AOL, Ford, HP, Novell,
McAfee and H&R Block 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. For more
information, visit www.knova.com.
|
|