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PR Contact |
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For public relations
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Melissa Stahley
Consona Corporation
317.249.1270
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Press Release
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Leader in Internet Security Implements KNOVA in North America
and Japan to Enhance Customer Support
Cupertino, CA, June 7, 2006 - KNOVA Software (OTC Bulletin Board:
KNVS), a leading provider of Service Resolution Management applications, today announced
that Trend Micro, a leader in antivirus and Internet content security, has deployed
KNOVA's award-winning application suite for knowledge-enabled customer service in
both the U.S and Japan.
With a rapidly growing customer base, Trend Micro wanted to enhance customer support
by offering users both an intuitive and integrated self-service functionality. KNOVA's
Self-Service application combines powerful search, knowledge management and business
process support capabilities, enabling Trend Micro customers to help themselves
online.
"After a thorough evaluation of vendors, we concluded that KNOVA was the clear choice
for helping Trend Micro further enhance its customer support offerings. KNOVA demonstrated
impressive natural language, guided search technology, a clear understanding of
query intent, capabilities for collaboration, and business process support," said
Martin Roesler, director of global technical support operation at Trend Micro. "Offering
a comprehensive suite of applications and multi-lingual support, KNOVA is a solutions
provider that we hope to grow with over time. With KNOVA we will look to make self-service
the channel of choice for customers worldwide, improving customer satisfaction while
decreasing support costs."
Trend Micro selected KNOVA Self-Service to power an adaptive self-service experience
for its customers. Built on a diagnostic, natural language search engine with integrated
business process support, KNOVA Self-Service guides customers to the right answers,
knowledge and next steps based on the intent and context of their query. This adaptive
resolution process creates a personalized experience for Trend Micro's self-service
customers and enables them to resolve their issues quickly and easily. Furthermore,
KNOVA's comprehensive analytics are designed to help Trend Micro continuously improve
their self-service system by identifying knowledge gaps.
In the first phase of its deployment, Trend Micro has implemented KNOVA Self-Service
for U.S. and Japanese markets. In the second phase, Trend Micro is expected to integrate
KNOVA Forums into the self-service experience. KNOVA Forums is self-learning and
adaptive to the expertise and reputation of different forum contributors. Moving
forward, Trend Micro plans to expand its implementation to cover more languages
and regions.
"As security issues become a greater concern for Internet users around the world,
and Trend Micro's customer base continues its rapid growth, the need for mission
critical customer support is vital," said Bruce Armstrong, president and CEO of
KNOVA. "With Trend Micro's self-service deployments live in the U.S. and Japan,
we are delighted with our early success and growing partnership. We look forward
to helping Trend Micro provide its customers worldwide with unparalleled customer
service and support."
About Trend Micro Incorporated
Trend Micro is a leader in network antivirus and Internet content security software
and services. The Tokyo-based corporation has business units worldwide. Trend Micro
products are sold through corporate and value-added resellers and managed service
providers. For additional information and evaluation copies of all Trend Micro products,
visit www.trendmicro.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.
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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