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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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Leading Provider of Loyalty and Experiential Marketing Programs
Deploys KNOVA to Power Agent Portal, Forums, and Self-Service
Cupertino, CA, November 21, 2005 - KNOVA Software (OTC Bulletin
Board: KNVS), a leading provider of Service Resolution Management applications,
today announced that Circles, a leading provider of loyalty and experiential marketing
solutions, will deploy KNOVA to power service resolution for its concierge services
worldwide. Using KNOVA Self-Service and KNOVA Forums from the award-winning KNOVA
6.5 suite, Circles plans to increase the efficiency of its service delivery professionals
as they "wow" customers and employees with every interaction.
"We thoroughly evaluated all vendors in the market and found that KNOVA's combination
of personalized self-service and collaborative support offered the most complete
solution for our needs," commented Rob Murphy, VP marketing and product development
at Circles. "In addition to delivering superior natural language search and knowledge
management capabilities, KNOVA's excellent business process support made it the
optimal choice for us."
In order to more efficiently deliver timely, accurate, and creative solutions to
customer requests, Circles needed a scalable platform that allowed its more than
300 Service Professionals to easily access information and knowledge on a wide variety
of topics such as travel, tickets, gifts, and dining. In addition, they needed access
to information about procedures, purchasing information, and websites. Using KNOVA's
powerful search and KM technologies combined with rich customer service applications
and true business process support, Circles will deploy a full-service agent portal
for its Service Professionals and a self-service portal for its customers. This
integrated solution is expected to enable faster and more accurate and consistent
answers to customer requests, thereby increasing satisfaction and loyalty.
"KNOVA Forums is especially exciting for us as we intend to better leverage the
collective knowledge and experiences of our worldwide staff," continued Murphy.
"We expect that by creating a complete Service Professional portal and world-class
self-service Web site, we will drive even greater levels of satisfaction by strengthening
our ability to fulfill even the most imaginative wishes of our customers."
KNOVA Forums is expected to enable Circles' Service Professionals to do far more
than just search on forum threads. It will integrate forum content directly into
the agent portal - enabling them to benefit from expertise wherever it resides in
the organization. This collaboration allows for the combined knowledge of the organization
to enhance service resolution for all customers.
In addition to a diagnostic, natural language search engine and an intuitive interface,
Circles will benefit from KNOVA's business process support that will guide agents
and customers to the right tools, knowledge, and next steps based on the context
of their query. These resolution wizards will assist with resolving questions or
issues, especially when the desired resolution is not a document, but a process
that could require multiple steps or integrations with additional systems.
"Circles is a true leader in customer loyalty and experiential marketing, with a
track record for continuous innovation and great customer service," said Bruce Armstrong,
president and CEO of KNOVA. "Circles' selection of KNOVA to optimize delivery of
its concierge services is strong validation of the value our applications deliver.
We look forward to a strong partnership."
About Circles
Circles is a leading provider of experiential marketing services for some of the
world's leading brands. Circles creates and delivers concierge services, experiences
and events to revolutionize how companies build life-long relationships with their
customers and employees, driving behaviors that increase engagement, satisfaction
and profitability. Clients include Unilever, Yum! Brands, Millennium Pharmaceuticals,
Pepsi Cola North America and Meridian Health.
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. 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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