 |
 |
PR Contact |
 |
 |
|
 |
For public relations
inquiries, please contact:
Melissa Stahley
Consona Corporation
317.249.1270
|
|
 |
 |
 |
|
|
|
|
|
|
Press Release
|
With Agent Effectiveness at All Time High, Sasktel Selects
KNOVA to Optimize Self-Service Experience
Cupertino, Calif., July 18, 2006 - KNOVA Software, Inc.™, (OTC
Bulletin Board: KNVS), a leading provider of Service Resolution Management applications,
today announced that SaskTel has licensed KNOVA Self-Service from the award-winning
KNOVA application suite. SaskTel, one of Canada's leading communications providers,
will implement KNOVA to power self-service online for its 540,000 Internet and wireless
customers.
"We are very satisfied with KNOVA Contact Center thus far and the impact it has
had on productivity in our customer service centers," said Rick Gorrill, manager
of Network Operations-Internet Support at SaskTel. "With the implementation of KNOVA's
adaptive self-service application, we plan to optimize our Web support channel by
guiding our customers through the resolution process and enhancing the overall customer
experience."
By leveraging KNOVA's knowledge platform already in place, SaskTel expects to roll
out KNOVA Self-Service and reap significant benefits at a low cost of ownership.
KNOVA will guide SaskTel's self-service customers to resolution through a diagnostic,
natural language search engine, an intuitive user interface, and a unique process-assisted
"wizard" experience. SaskTel's self-service site will support multiple products,
reducing calls for SaskTel Mobility, IP Support Center, 611-landline support, and
complex voice and data help desks.
As a full service communications provider, SaskTel's persistent focus on world-class
customer service is always top of mind. "Customer satisfaction is very important
to us and continues to be a focal point in how we do business. We feel the KNOVA
Self-Service application will improve SaskTel's self-service experience and improve
customer satisfaction," continued Gorrill.
"Telecommunications providers face unique challenges with increasing product complexity
and growing competition," commented Bruce Armstrong, president and CEO of KNOVA
Software. "We're delighted that KNOVA has provided excellent results for SaskTel's
customer support operations and look forward to powering an intelligent and satisfying
self-service experience."
About SaskTel
SaskTel employs over 3,800 people in over 50 Saskatchewan communities and is the
leading full service communications company in Saskatchewan. It offers complete
wireline, wireless, Internet, entertainment and e-business solutions over a state-of-the-art,
digital network. SaskTel maintains investments in companies that provide a variety
of products and services, and partners with more than 140 Saskatchewan businesses.
In 2004, SaskTel donated $2.6 million to more than 1,600 not-for-profit organizations,
and spent more than $271 million on materials and services from over 3,900 Saskatchewan
suppliers. Visit SaskTel at www.SaskTel.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.
|
|