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For public relations
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Melissa Stahley
Consona Corporation
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Press Release
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KNOVA receives highest scores for Natural Language Search,
Forums, Business Process Management, and Reporting and Analysis
Lauded for Focus on Customer Experience and Outstanding Product Vision
Cupertino, CA, May 31, 2006 - KNOVA Software (OTC Bulletin Board:
KNVS), a leading provider of Service Resolution Management (SRM) applications, announced
today that Forrester Research has named KNOVA a Leader in the May 2006 Forrester
Wave™ eService Wave report (1). Based on Forrester's evaluation of the top companies
in the industry, KNOVA scored higher than all other vendors in the areas of search
technology, forums, business process management, and reporting and analysis. KNOVA
was also recognized for its focus on the customer experience and overall product
vision.
The new report, authored by Forrester vice president, John Ragsdale, evaluates the
eService market and compares the top seven vendors' strengths and weaknesses based
on product evaluations, vendor briefings and customer references. The analysis considers
more than 80 different criteria covering three areas - Product Offering, Company
Strategy and Market Presence - to ultimately determine each vendor's score.
"For its first appearance in this evaluation, KNOVA receives a strong Leader rating,
thanks to its core competency of a customer-service-centric knowledgebase mixed
with a marketing-savvy focus on the customer experience. KNOVA receives best-of-breed
ratings for its forum module and reporting/analytics. Also rated highly is KNOVA's
search technology; in addition, it received a perfect 5 for its ability to fine-tune
the customer experience with microsites based on external customer metadata," commented
Mr. Ragsdale in the report.
The report goes on to say that "Forrester finds that the vendor's (KNOVA) real competitive
edge comes with its vision. The best forum product available from an eService vendor,
perfectly integrated to processes for browsing, creating, and managing content,
is a big win for B2B and B2C companies, with solid 'best practice' advice based
on KNOVA's work with big-name customers like eBay, Canon, and Cingular." (2)
"KNOVA is completely focused on enabling satisfying, profitable customer experiences.
We are delighted to be acknowledged by Forrester as having one of the best products
and visions among all eService players," commented Bruce Armstrong, president and
CEO of KNOVA. "This level of validation coming from one of the world's most respected
and thorough analyst groups is a clear indication of our market leadership and reaffirms
the confidence our customers have placed in us."
Click here to access this report.
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.
1 The Forrester Wave™: eService Suites, Q2 2006,
Forrester Research Inc., May 25, 2006
2 KNOVA's Customer Experience Focus Makes It A Leader In eService Suites,
Forrester Research Inc., May 25, 2006
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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