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For public relations
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Melissa Stahley
Consona Corporation
317.249.1270
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Press Release |
Integration of Forums with Self-Service Capabilities Regarded as Key Strength in KNOVA 6.5
Cupertino, CA, August 30, 2005 - KNOVA Software (OTC Bulletin Board: KNVS), a leading provider of service resolution management applications, today announced that a recent report from Forrester Research recognized KNOVA for delivering the most complete solution for integrated self-service and peer-support forums. John Ragsdale, vice president and research director of enterprise applications at Forrester, authored the report entitled "Social Networking Redefines Self-Service Options: Incorporating Forums into Online Self-Service," Forrester Research, Inc., August 2005.
In the report, John Ragsdale stated, "One stop shopping certainly eases integration and ownership costs, though so far only KNOVA offers a full forum package to compete with best-of-breed products. KNOVA offers a robust forums product, with registration, publishing processes, user profiles, user ratings and feedback scores."
"Forrester's report highlights the importance of integrating forums capabilities with self-service to deliver increased effectiveness for customer service organizations. The results of deeply integrating self-service and forums are reduced support escalations and call deflection, increased customer satisfaction and rich customer insight," said Ben Kaplan, vice president of marketing and product management at KNOVA. "Forrester's recognition of KNOVA confirms the vision we have articulated for collaborative support as a core component of service resolution management."
The report is available at www.forrester.com.
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, KNOVA 6, KNOVA 6.5, KNOVA Contact Center, KNOVA Self-Service, KNOVA Forums, KNOVA Field Service and KNOVA Knowledge Desk are trademarks of KNOVA, 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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