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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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Featuring Personalized Microsites, Advanced Analytics, Self-Learning
Search and Collaborative Authoring, KNOVA 7 Further Advances KNOVA's Technology
Leadership
Cupertino, Calif., September 25, 2006 - KNOVA Software, Inc.™ (OTC
Bulletin Board: KNVS), a leading provider of Intelligent Customer Experience applications,
today announced the general availability of KNOVA 7, the new version of the company's
award-winning application suite. As the industry's most adaptive search and knowledge
management platform, KNOVA's new application suite brings the power of Web 2.0 to
the enterprise, from marketing and product selection through service resolution.
Already in deployment at multiple customer sites including AmSouth Bank, Informatica
and McKesson, KNOVA 7 is highlighted by personalized Microsites, new actionable
analytics, a new Visual Search Manager and collaborative authoring.
"We're delighted by the early customer feedback from our KNOVA 7 deployments. By
setting a new bar for delivering a personalized, knowledge-optimized customer experience
from pre-sales through post-sales support, KNOVA 7 is an important milestone for
not only our company and customers, but for the market overall," commented Bruce
Armstrong, president and CEO of KNOVA Software. "We are excited by the competitive
advantage KNOVA 7 will provide in the marketplace and the business value KNOVA 7
will deliver to our customers."
"KNOVA is central to the transformation of our sales and support organization into
a high-touch, value-added experience for our loyal customers who need information
and assistance on more than 160,000 products," commented Herschel Jacobowitz, CIO,
B&H Photo. "We look forward to implementing the new KNOVA 7 suite and expect its
new Visual Search Manager, enhanced analytics and personalized Microsites to further
optimize our customers' experience online."
Through user segmentation, personalized Microsites, embedded analytics and intuitive
search tuning, KNOVA 7 enables companies to optimize the customer service experience
to the specific needs and intent of each user. Collaborative authoring capabilities
and reputation-driven content management enable customers to collaborate and easily
create their own communities within the enterprise environment.
"KNOVA 7 is an excellent example of how the lessons of Web 2.0 are being harnessed
for enterprise environments. From content creation and security, to management and
core standards, KNOVA 7 helps companies harness the extensive intelligence of their
customers to make customer service more effective," commented Sham Chotai, VP of
engineering at KNOVA Software. "As in the consumer Web 2.0 world, when given the
optimal environment and tools, users will intuitively create vibrant Web communities
that support both their own needs and enterprise goals."
"KNOVA 7 is a good example of the emerging generation of hybrid knowledge-based
software applications", said Sue Feldman, IDC's VP for Content Technologies. "By
combining search with collaborative applications, adaptive learning, and the capability
to build communities, this application gives a nod to Web 2.0 trends, and brings
them into the enterprise. Tying them to customer-facing applications capitalizes
on one of the hottest growth areas in software today."
KNOVA 7 is highlighted by powerful new capabilities for managing and delivering
an Intelligent Customer Experience including:
Personalization, User Segmentation and Microsites
Web site managers have much more control to individualize service interactions based
on user segmentation data and drive a more profitable customer experience:
- Multi-dimensional segmentation drives personalized experiences based on user profile
and user intent
- Microsites enable easy creation and management of distinct customer experiences
based on brand, product, geographies, user roles, or other criteria
- Recommendation Manager for easily managing cross-sells, up-sells and promotions
and delivering targeted news, alerts, recommendations, and offers based on user
profiles and user queries
- Easily integrated with any portal architecture, context-aware knowledge pagelets
provide building blocks for rich site construction
Self-Learning, Organic Search and Knowledge Management
Adaptive search and navigation capabilities create a more intuitive experience for
users while collaborative authoring capabilities expand and improve the content
creation process:
- Visual Search Manager for intuitive, drag-and-drop search experience optimization
- Self-learning Adaptive Navigation powered by KNOVA's patented Cognitive Processor
technology; search results dynamically adjust based on the success of other users
- In-process, collaborative authoring with re-usable information components, auto-classification
and natural content capture
- Content presentation reflects reputation of individual documents and people
- Embedded analytics provide insights into usage trends, root causes, knowledge gaps,
and resolution success
The limited availability version of KNOVA 7 was released in Q2 2006 and was evaluated
by Forrester Research in the May 2006 Forrester Wave eService Report. In the report,
Forrester commented, "For its first appearance in this evaluation, KNOVA receives
a strong Leader rating, thanks to its core competency of a customer-service-centric
knowledgebase mixed with a marketing-savvy focus on the customer experience. KNOVA
receives best-of-breed ratings for its forum module and reporting/analytics. Also
rated highly is KNOVA's search technology; in addition, it received a perfect 5
for its ability to fine-tune the customer experience with Microsites based on external
customer metadata."
About KNOVA Software
KNOVA Software is a leading provider of Intelligent Customer Experience™ solutions
that maximize the value of every interaction throughout the customer lifecycle.
Built on an adaptive search and knowledge management platform, KNOVA's suite of
applications help companies increase revenues, reduce service costs and improve
customer satisfaction. Industry leaders including AOL, Ford, H&R Block, HP, McAfee,
Novell and Reuters rely on KNOVA's award-winning Service Resolution Management,
Interactive Brand Optimization and Guided Selling applications to power an intelligent
customer experience on their Web sites, and within their contact centers. KNOVA
Software is headquartered in Cupertino, Calif. For more information,
www.knova.com.
KNOVA Software, KNOVA, KNOVA 6, KNOVA 6.5, KNOVA 7, Intelligent
Customer Experience, 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. These risks include, but are not limited
to, risks related to the introduction, performance and market acceptance of new
products. 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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