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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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Combination of SafeHarbor's professional services expertise
and KNOVA's Service Resolution Management applications to help companies reduce
support costs and improve quality of customer service
Seattle, WA, November 2, 2005 - SafeHarbor Technology Corporation,
a provider of customer interaction and business intelligence services, announced
today its partnership with KNOVA Software, a leading provider of service resolution
management (SRM) applications that reduce service and support costs, increase revenues,
and improve customer satisfaction. This partnership will enable KNOVA customers
to leverage SafeHarbor's expertise in customer service assessment and knowledge
process transformation to further improve efficiency while continuously improving
the quality of the customer experience.
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.
"KNOVA's award-winning SRM applications combined with SafeHarbor's professional
service expertise brings significant value to our customers," said Bruce Armstrong,
president and CEO of KNOVA Software. "We feel this partnership will accelerate our
customers' success through more effective knowledge management strategies and better
integration of business process support."
The combination of SafeHarbor's professional services and KNOVA's award-winning
software is expected to help companies achieve long-term business goals for customer
support. By analyzing the user experience from the customer point of view and designing
pathways that give KNOVA customers the information needed to manage the data, content
and processes, SafeHarbor's experts will seek to quickly align business processes
and support responses to KNOVA customers' business and customer service and support
goals.
"Customer support is one of the most critical components of a satisfied customer
experience. Through years of experience implementing and integrating robust multi-channel
support environments, SafeHarbor has developed proven methodologies and best practices
for achieving a more customer centric approach to support interactions," said Annette
Jacobs, CEO and chairman of SafeHarbor. "SafeHarbor is excited to be partnering
with a like-minded and recognized leader in the customer service and support industry.
Together, KNOVA and SafeHarbor can create powerful knowledge and service applications
that make business transformation and cost savings not just possible-but actually
doable."
About SafeHarbor Technology Corporation
SafeHarbor Technology Corporation, founded in 1998, is a Washington-based corporation
that delivers the promise of successful Web-based customer interactions through
integrating the customer support experience with business intelligence. SafeHarbor's
SmartSupport™ solutions apply behavioral analytics and customer satisfaction data
across a strategic mix of support channels-Web sites, e-mail, chat and phone-to
best serve its clients' customers, whether they are consumers, agents, employees,
or partners.
SafeHarbor designs, builds and optimizes customer support solutions for mid- to
large-sized enterprises, primarily in the technology, banking, communications and
government sectors. Some of its customers include American Airlines, Cingular, IBM,
Juniper Networks, State of Washington, SunTrust Banks, TiVo, T-Mobile, and Washington
Mutual. For more information please visit
www.safeharbor.com.
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.
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