 |
 |
PR Contact |
 |
 |
|
 |
For public relations
inquiries, please contact:
Melissa Stahley
Consona Corporation
317.249.1270
|
|
 |
 |
 |
|
|
|
|
|
|
Press Release
|
Global Internet Security Provider Deploys Award-Winning Knowledge
Management and Self-Service Applications for Call Centers and Customers
Cupertino, CA, June 13, 2006 - KNOVA Software (OTC Bulletin Board:
KNVS), a leading provider of Service Resolution Management applications, today announced
that RSA Security, the expert in protecting online identities and digital assets,
has selected KNOVA technology to automate service resolution across customer service
channels. Integrating with the company's customer relationship management (CRM)
system, KNOVA Contact Center will help RSA Security's support agents resolve customers'
issues more effectively while KNOVA Self-Service is expected to power a world-class
online experience for many of the company's 20,000 customers worldwide.
"We needed a solution that would help us build a strong knowledge infrastructure
to support all service channels and highly satisfy our customers," commented Todd
Ulrich, director of Technical Support at RSA Security. "In the crowded customer
support solutions market, KNOVA's combination of great natural language search,
business process support and flexible knowledge authoring made it the obvious choice
for us to achieve our goals."
With KNOVA Contact Center, RSA Security's award-winning support organization has
a more complete system for resolving customer inquiries. KNOVA organizes all the
information agents need into one interface and intelligently pulls answers from
any knowledge source in the enterprise regardless of format. KNOVA's unique business
process workflows guide RSA Security's agents through the resolution process using
diagnostic search, collaboration and pre-populated case notes to resolve customer
issues. This translates into more effective support and more satisfied customers.
With KNOVA Self-Service, RSA Security will leverage the same universal knowledge
management platform to guide customers to resolution with a diagnostic, natural
language search engine, an intuitive user interface and a unique process-assisted
"wizard" experience. Once implemented, RSA Security expects KNOVA will help it improve
first call resolution, avoid repeat calls, deliver accurate and consistent answers
through self-service, and increase customer satisfaction across all service channels.
In addition to KNOVA Contact Center and KNOVA Self-Service, RSA Security expects
to benefit from KNOVA's comprehensive analytics capabilities that help business
users tune the application for maximum effectiveness.
"We needed to understand what knowledge gaps existed and what information was most
useful to our customers," continued Ulrich. "With KNOVA, we can put that information
to immediate use, helping us continually refine and improve our customers' experience."
"As one of the largest Internet security companies, RSA Security plays a vital role
in protecting the identities and digital assets of employees, partners and customers
of companies and government organizations worldwide," said Bruce Armstrong, president
and CEO of KNOVA Software. "With this new search and knowledge management infrastructure,
RSA Security will optimize its ability to help its customers with consistent and
accurate answers across all service channels."
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.
RSA Security is a registered trademark of RSA Security Inc.
in the U.S. and/or other countries.
|
|