 |
 |
PR Contact |
 |
 |
|
 |
For public relations
inquiries, please contact:
Melissa Stahley
Consona Corporation
317.249.1270
|
|
 |
 |
 |
|
|
|
|
|
|
Press Release
|
Only Vendor to Receive #1 Rating in Bulls-Eye Reports for both
Cross-Channel Customer Service and Self-Service Search
Cupertino, CA, September 27, 2005 - KNOVA Software (OTC Bulletin
Board: KNVS), a leading provider of service resolution management applications,
today announced it has received the highest rating in Patricia Seybold Group's Bull's-Eye:
Cross-Channel, Cross-Lifecycle Customer Service report. The report is based on an
in-depth analysis of six customer service software vendors and uses a composite
evaluation framework that includes the following criteria: knowledge management
capabilities, architecture, analytics, company viability, and product viability.
KNOVA is the only vendor to receive #1 rating in Patricia Seybold Group's Cross-Channel
Customer Service Bulls-Eye report as well as its Self-Service and Support Search
Bulls-Eye report.
"We conducted a rigorous, framework-based evaluation of six select software offerings
that provide capabilities for cross-channel, cross-lifecycle customer service. Then
we compared the offerings through our Bull's-Eye reports along the four key evaluation
criteria of our framework. Finally, we created a composite Bull's-Eye report that
presented an overall score," said Mitchell Kramer, senior analyst of the Patricia
Seybold Group. "KNOVA earned top marks in the knowledge management, architecture
and analytics evaluation criteria."
"We are honored to be recognized with the highest rating by Patricia Seybold Group
based on the strength of our technology and application suite," said Ben Kaplan,
vice president of marketing at KNOVA. "With the highest marks in knowledge management,
architecture and analytics, this report indicates KNOVA's continued success helping
customers automate the service resolution process. Our knowledge-empowered customer
service applications continue to help companies reduce service and support costs,
increase revenues, and improve customer satisfaction."
Patricia Seybold Group's research reports, including the Bull's Eye on customer
service, can be found at www.psgroup.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 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. 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.
|
|