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Consona Corporation
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Press Release |
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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