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PR Contact |
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For public relations
inquiries, please contact:
Melissa Stahley
Consona Corporation
317.249.1270
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Press Release
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Cupertino, CA, May 25, 2006 - KNOVA Software (OTC Bulletin Board:
KNVS), a leading provider of Service Resolution Management applications, today announced
that Countrywide Financial Corporation, a leading provider of consumer and business-to-business
financial services, will deploy KNOVA's award-winning self-service application to
enhance support for its more than 60,000 loan specialists and branch team members.
In 2003, Countrywide deployed KNOVA to help improve the productivity and efficiency
of its support organization. Since then, Countrywide has increased first call resolution
and reduced the number of calls that require escalation to Tier 2 and 3 agents.
Armed with more robust and up-to-date information, and an intuitive workflow based
on business process, Countrywide's agents were able to resolve customer inquiries
more quickly and effectively.
Learning from its success with agent-assisted support, Countrywide decided to expand
KNOVA. Integrated with its own web ticketing system, KNOVA will power an adaptive
self-service experience for Countrywide's loan specialists and branch team members.
Using patented, self-learning search technology, with adaptive navigation, KNOVA
will guide users to the right answers, knowledge and next steps based on the context
of their query. This adaptive resolution process creates a personalized experience
for Countrywide's self-service users, enabling them to resolve their issues quickly
and independently.
"As a company focused on implementing technology that improves operational performance,
we are excited to enhance our customer support with KNOVA's self-service application,"
said Ned Maliski, executive vice president of IT Shared Services at Countrywide.
"Now, we can further leverage our existing captured knowledge by offering solutions
directly to our loan specialists and Countrywide branch team members. Basic and
repetitive inquiries can be handled most efficiently through self-service, which
frees up agent time to focus on complex calls that require human assistance."
"Countrywide is clearly focused on high-quality customer service across all channels,
and is leading its industry in how to accomplish these goals. We are delighted with
Countrywide's success and view it as an excellent example of how world-class customer
service can greatly impact the support organizations of large financial institutions,"
commented Ben Kaplan, VP of marketing for KNOVA. "We look forward to continued excellent
results with the deployment of our adaptive self-service application."
About KNOVA 6.5
KNOVA 6.5, KNOVA's award-winning application suite is built on a next-generation
search and knowledge management platform. KNOVA 6.5 applications include:
- KNOVA Contact Center: An assisted-service application that automates the
resolution process for customer service agents and support analysts
- KNOVA Self-Service: A next-generation self-service application that enables
customers to help themselves with a personalized, proactive self-service experience
- KNOVA Forums: An integrated forums application for peer-service that enables
customers to help each other while providing valuable feedback
- 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
About KNOVA Software
KNOVA Software is a leading provider of service resolution management applications
that reduce service costs, increase revenues and improve customer satisfaction.
Built on a next-generation search and knowledge management platform, KNOVA's suite
of knowledge-empowered customer service applications automate the resolution process
across multiple channels including contact centers, help desks, email and self-service
sites. Industry leaders including EDS, Ford, HP, H&R Block, Novell, Merrill Lynch,
McAfee, Reuters and QUALCOMM rely on KNOVA's award-winning solutions to deliver
world-class customer service. KNOVA Software is headquartered in Cupertino, Calif.
For more information, visit www.knova.com.
KNOVA Software, KNOVA 6, KNOVA 6.5, 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.
Countrywide Financial Corporation and its subsidiaries are not affiliated KNOVA
Software and are not responsible for the products or services provided by KNOVA
Software.
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