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Press Release |
Global Leader in Business Intelligence Deploys KNOVA to Streamline Customer Service
Cupertino, CA, September 20, 2005 - KNOVA Software (OTC Bulletin Board: KNVS), a leading provider of service resolution management applications, today announced that Business Objects, the world's leading provider of business intelligence (BI) solutions, will deploy KNOVA's award-winning application suite for customer service. Business Objects will implement KNOVA to create a highly effective customer service infrastructure for its 30,000 customers worldwide.
KNOVA will help Business Objects transform its knowledge repositories into an enterprise-wide knowledge backbone for its large support organization. Using KNOVA's powerful search and KM technologies combined with rich customer service applications and true business process support, Business Objects will enable its customers to help themselves while also empowering peer support via integrated customer communities.
"We evaluated several solutions in the market and found that KNOVA offered the most complete solution to help us deliver exceptional service to our customers worldwide," said David Galloway, vice president of worldwide customer support for Business Objects. "KNOVA delivers powerful packaged solutions for personalized self-service and collaborative support communities. The combination of integrated collaboration functionality, business process support, and flexible authoring made it the optimal choice for us."
In phase one of its deployment, Business Objects has integrated KNOVA Forums and KNOVA Self-Service to create a highly effective self-service experience. KNOVA enables customers to do far more than just search on forum threads. In addition to integrating forum content into the self-service experience, KNOVA can support a seamless escalation process from self-service to forums to the support center. In addition, KNOVA Forums is self-learning and adaptive to the expertise and reputation of different forum contributors.
In addition to a diagnostic, natural language search engine and an intuitive interface, KNOVA Self-Service provides business process support called "Resolution Wizards" that guide customers to the right tools, knowledge, and next steps based on the context of their query. Using these business process workflows, KNOVA Self-Service guides customers through the resolution process.
"Business Objects is known for the excellence of both its business intelligence applications and its exceptional customer support organization. With an industry leading product platform and a growing customer base, the need to continue to deliver exceptional customer service is paramount," said Bruce Armstrong, CEO of KNOVA. "We are delighted that Business Objects has selected KNOVA's service resolution management applications for customer service and look forward to a strong partnership."
About Business Objects
Business Objects is the world's leading business intelligence (BI) software company. With more than 30,000 customers worldwide, including over 80 percent of the Fortune 500, Business Objects helps organizations gain better insight into their business, improve decision-making, and optimize enterprise performance. The company's business intelligence platform, BusinessObjects™ XI, offers the BI industry's most advanced and complete platform for performance management, planning, reporting, query and analysis, and data integration. BusinessObjects XI includes Crystal Reports®, the industry standard for enterprise reporting. Business Objects has built the industry's strongest and most diverse partner community, and also offers consulting and education services to help customers effectively deploy their business intelligence projects. Business Objects has dual headquarters in San Jose, Calif., and Paris, France. The company's stock is traded on both the Nasdaq (BOBJ) and Euronext Paris (ISIN: FR0004026250 - BOB) stock exchanges. More information about Business Objects can be found at www.businessobjects.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 Software, Inc. Business Objects and the Business Objects logo, BusinessObjects, and Crystal Reports are trademarks or registered trademarks of Business Objects S.A. or its affiliated companies in the United States and/or other countries. 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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