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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's Strengths in NLP and Guided Search, Automated Classification
and Business Process Support Key to a Satisfying Online Customer Experience
Cupertino, CA, March 28, 2006 - KNOVA Software (OTC Bulletin Board:
KNVS), a leading provider of Service Resolution Management applications, today announced
that KNOVA 6.5 received a very positive evaluation in an in-depth product review
published March 2, 2006 by Patricia Seybold Group.
In the report, senior analyst Sue Aldrich notes many KNOVA differentiators and product
strengths, including automated classification, conceptual search, natural language
processing, guided navigation and resolution flows. In addition, Ms. Aldrich highlights
KNOVA's architecture as an important differentiator: "KNOVA's service-based structure
and Web Services interfaces make KNOVA's capabilities available to other customer
applications, thus making them more valuable."
"KNOVA is a strong solution for self-service and support search and is even more
compelling when you need multi-channel support in the call center as well," commented
Ms. Aldrich. "KNOVA should definitely be among the top vendors considered when evaluating
self-service solutions."
"We are delighted that the Patricia Seybold Group continues to recognize the value,
capabilities and differentiators provided by KNOVA Self-Service and the entire KNOVA
application suite," said Ben Kaplan, vice president of marketing at KNOVA. "KNOVA
shares PSG's focus on continuously improving the customer experience and our intelligent
search applications for Service Resolution Management make this vision a reality
for many of the world's leading companies."
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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