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For public relations
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Melissa Stahley
Consona Corporation
317.249.1270
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Press Release |
KNOVA Contact Center Among First Solutions Honored by Leading Industry Alliance
Cupertino, CA, July 12, 2005 - KNOVA Software (OTC Bulletin Board: KNVS), a leading provider of service resolution management applications, today announced that KNOVA Contact Center 6.5 has been recognized as "Knowledge-Centered Support (KCS) Verified" by the Consortium for Service Innovation (CSI). Please see CSI's press release www.serviceinnovation.org/kcsverified for additional information about the KCS Verified program.
 The Consortium, a non-profit alliance of service and support organizations, implemented the KCS Verified program today to recognize knowledge management vendors whose products meet the functional requirements outlined in the KCS Verified Criteria with KCS practices. KCS is an emerging best practice for knowledge management in service and support organizations and has been endorsed by the Help Desk Institute. KCS was developed, refined and validated over the past 10 years through the collective efforts of the Consortium members.
"As a long-standing member of the Consortium for Service Innovation, KNOVA has been deeply involved in the development of Knowledge-Centered Support and is honored to be among the very first solutions recognized as KCS Verified," said Ben Kaplan, VP of marketing and product management. "Knowledge capture is a critical component of all service resolution management initiatives that deliver faster call resolution, higher satisfaction, reduced staff turnover and lower support costs. We look forward to continuing to collaborate with CSI in the development of best practices that improve service delivery."
The KCS Verified program is an unbiased validation conducted by CSI that certifies knowledge management applications that offer the functionality required to support KCS best practices. CSI grants this validation only to applications that demonstrate functionality against a full list of KCS requirements.
"We are pleased to honor KNOVA as a KCS Verified vendor that endorses and supports KCS best practices," said Greg Oxton, executive director of the Consortium. "KNOVA is clearly a leader in providing software solutions that deeply integrate knowledge management best practices into service and support business processes."
About the Consortium for Service Innovation
The Consortium for Service Innovation is a non-profit alliance of service and support organizations. Through a process of collective thinking and shared experience, the members develop and validate innovative ways to improve customer support. This work bridges emerging academic thinking and research to practices that optimize business results. For more information on the work of the Consortium please visit the Consortium Web site, www.serviceinnovation.org.
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, Mattel, Microsoft, AOL, H&R Block, Novell, Merrill Lynch, McAfee, Reuters and Cingular 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, KNOVA Contact Center, KNOVA Self-Service, KNOVA Forums, KNOVA Field Service, KNOVA Knowledge Desk, KNOVA 6 and KNOVA 6.5 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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