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Press Release |
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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