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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.
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