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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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Multilingual self-service for 6,000 dealers enabled by SDL
KbT System and KNOVA Software
Maidenhead, UK , January 19, 2006 - SDL International, a leader
in the emerging market for global information management (GIM) solutions, announced
today that CNH’s ASIST system for providing web-based support to over 6,000 dealers
worldwide was awarded KNOVA Software’s ‘Best International Deployment’. The SDL
Knowledge-based Translation System™ (SDL KbT System™) integrates with KNOVA Software’s
Service Resolution Management application to quickly and cost-effectively localize
support knowledge so that dealers worldwide are able to find resolutions to customers’
concerns 24 hours a day, 7 days a week.
SDL KbT System, a powerful combination of translation automation technology and
quality human translation services, provides rapid turnaround of high-quality translations
at significantly lower cost than traditional translation. Its performance is unmatched
in the localization industry and has enabled CNH to translate more support knowledge
objects more quickly, helping to drive self-service levels up to over 80% and increase
dealer satisfaction levels.
For many organizations, a large percentage of content for websites, knowledge bases
and technical documentation is not translated because traditional translation methods
are too time consuming or too expensive. Combining the sophisticated technology
of terminology extraction, translation memory, dictionaries and automated translation
with the human skills of computational linguists, terminologists and post-editors,
SDL KbT System opens up new opportunities for organizations to grow revenues and
improve customer service levels in international markets.
"Through our partnership with SDL International, we have been able to provide support
to our global dealers at 40% lower costs with significantly faster turnaround times,"
commented Joe Pstrak, Director of Dealer e-Business Services at CNH. "This provides
our worldwide dealers with solutions to their technical issues every hour of every
day of the year, whilst significantly reducing the workload on support centres."
"CNH was awarded ‘Best International Deployment’ because of its ability to provide
excellent self-service in eight different languages to more than 6,000 dealer and
distributor customers worldwide," commented Ben Kaplan, VP of marketing for KNOVA
Software. "With KNOVA’s Service Resolution Management applications, CNH intelligently
guides customers to the answers they need in the language they speak using self-service.
This helps resolve issues quickly and avoids escalations to more costly support
channels. We are proud to be a part of CNH’s highly effective global customer support
strategy and look forward to continuing our partnership."
About CNH
CNH is the power behind leading agricultural and construction equipment brands of
the Case and New Holland brand families. Supported by 11,400 dealers in approximately
160 countries, CNH brings together the knowledge and heritage of its brands with
the strength and resources of its worldwide commercial, industrial, product support
and finance organizations. More information about CNH and its products can be found
on line at www.cnh.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.
About SDL International
SDL International (London Stock Exchange: ‘SDL’) is a leader in the emerging market
for global information management (GIM) solutions that empower organizations to
accelerate the delivery of high quality multilingual content to global markets.
Its enterprise software and services integrate with existing business systems to
manage global information from authoring to publication and throughout the distributed
localization supply chain.
Global industry leaders such as Audi, Bayer, Best Western, Bosch, Canon, Deutsche
Bank, Kodak, Microsoft, Morgan Stanley, Reuters and SAP rely on SDL to provide enterprise
software or full outsourcing for their GIM processes. SDL has implemented more than
100 enterprise GIM solutions, has over 100,000 software licenses deployed across
the GIM ecosystem and its global services infrastructure spans more than 50 offices
in 30 countries. For more information, visit
www.sdl.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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