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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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KNOVA to Power Big Ten University's IT Help Desk with Next
Generation Search and Knowledge Management
Cupertino, CA, January 4, 2006 - KNOVA Software (OTC Bulletin Board:
KNVS), a leading provider of Service Resolution Management applications, today announced
that the University of Iowa has chosen KNOVA Knowledge Desk to power IT support
for its more than 30,000 users.
While the University had a basic self-service site for technology support and troubleshooting
information, agents struggled to find useful information to respond to incoming
inquiries, and had no easy way to author and share information with one another.
With a combination of part-time and full-time agents staffing its IT support desk,
the University also wanted to reduce the length of time required to get new agents
to proficiency. They needed a centralized knowledge platform that would integrate
strong search and knowledge management capabilities with business process support
to increase the overall effectiveness of the University's help desk operations.
"KNOVA's search and knowledge management capabilities will help our agents be more
effective at resolving incoming inquiries and also enable us to train new agents
more quickly. In addition to the agent facing application, we plan to use KNOVA
for our comprehensive IT self-service portal, which we'll roll out in a later phase
of the project," said Scott Leeman, Knowledge Management Project Manager at the
University of Iowa.
KNOVA Knowledge Desk helps IT Help Desks draw on collective enterprise knowledge
and expertise to deliver fast, accurate and consistent answers to queries via multiple
channels: live agents, self-service, e-mail or chat. In addition to a diagnostic,
self-learning, self-organizing, natural language search engine and an intuitive
interface, KNOVA's business process support guides agents to the right tools, knowledge,
and next steps based on the context of their query. KNOVA's feature-rich knowledge
authoring and content management means new agents can depend on a robust, automated
system to get them up to speed quickly and senior agents can more easily share their
knowledge.
"We are delighted to work with the University of Iowa to increase the effectiveness
of their help desk operations," said Ben Kaplan, VP of marketing for KNOVA Software.
"The University's commitment to providing top notch IT support through robust knowledge
management applications is a model for other academic institutions."
The University of Iowa plans to integrate KNOVA Knowledge Desk with its Remedy application
in the next phase of its project with KNOVA.
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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