 |
 |
PR Contact |
 |
 |
|
 |
For public relations
inquiries, please contact:
Melissa Stahley
Consona Corporation
317.249.1270
|
|
 |
 |
 |
|
|
|
|
|
|
Press Release
|
World's Leading Professional Photo, Video & Audio Retailer
Invests in Guided Self-Service and Agent Support for its Multi-channel Customers
Cupertino, Calif., October 10, 2006 - KNOVA Software, Inc.™ (OTC
Bulletin Board: KNVS), a leading provider of Intelligent Customer Experience™ applications,
today announced that B&H, the world's leading retailer of Professional Photo, Video,
Pro Audio, and Digital Imaging Products, has implemented KNOVA's award-winning product
suite. B&H's partnership with KNOVA is an integral component of the company's strategy
to deliver a superior customer experience online and in-store.
"As a multi-channel retailer, B&H is world renowned as the place to be for all photo,
video, pro audio and digital imaging needs. The key to that success has been an
unwavering commitment to outstanding service, and we understand that long term customer
satisfaction depends in large degree on having the best support systems," commented
Herschel Jacobowitz, CIO, B&H Photo. "After carefully reviewing the leading solutions
in the industry, KNOVA's combination of adaptive, natural language search, universal
information access and integrated business process support made it the obvious choice
for us to achieve our goals."
As part of the first phase of its project, B&H has implemented a KNOVA-based agent
portal to organize all the product information its service staff needs into one
interface that intelligently pulls content from over 150 vendors including, Epson,
Kodak, Olympus, Samsung and Panasonic. Manuals, incident reports, technical notes,
and press releases are updated daily giving Agents immediate access to relevant
timely information during the sales or support call. For common service requests,
KNOVA's unique business process workflows and diagnostic search help guide B&H agents
through the resolution process to resolve customer issues faster, and more consistently.
In phase two of the implementation, B&H will leverage the same knowledge base infrastructure
by rolling out KNOVA Self-Service to guide customers to a successful outcome through
a highly intuitive and resolution-centric experience. At any point, users will be
able to escalate to an assisted support model, retaining the information already
provided via self-service and passing that to an agent. B&H Photo will also benefit
from KNOVA's comprehensive analytics capabilities that help tune the application
for maximum effectiveness.
"KNOVA is making our sales and customer support agents more effective, improving
first call resolution and lowering call handle time - a sure path to customer satisfaction,"
continued Herschel Jacobowitz, CIO, B&H. "When we implement KNOVA for self-service,
we expect to both increase agent productivity and further improve customer satisfaction.
Instead of answering repetitive inquiries that can be handled most efficiently through
self-service, our agents will now be free to focus their time on providing solutions
for our more challenging cases."
"As the premier retailer of photo imaging products, B&H has a demanding customer
base of professionals and discriminating consumers that expects the highest level
of support whether on the phone or on-line. Representing hundreds of manufacturers
and thousands of products, B&H has a strategic imperative to integrate a massive
amount of constantly changing information into a customer experience that delivers
superior results," commented Bruce Armstrong, president and CEO of KNOVA. "Together,
we have achieved great results thus far - and look forward to a continued strong
partnership."
About KNOVA 7
- KNOVA Contact Center: An assisted-service application that empowers agents
and analysts with search, authoring, multi-channel collaboration and response as
well as tailored up-sell options so they can quickly and effectively provide resolutions.
- KNOVA Forums: A fully-integrated forums application that leverages KNOVA's
platform to pinpoint the most useful third party knowledge and most valuable contributors
while capturing appropriate forums content for re-use as publishable data to resolve
queries and promote brand.
- KNOVA Self-Service: A comprehensive self-service application that provides
a personalized branded experience, directed to as narrow or broad an audience as
applies, which employs NLP, direct answer or wizards to deliver the best possible
resolution be it proactive escalation to the appropriate channel or a specific answer.
- KNOVA Field Service: A knowledge-empowered mobile support application that
enables service professionals to quickly resolve customer issues on-site
- KNOVA Knowledge Desk: A robust knowledge management solution that empowers
service desks to quickly resolve problems and questions.
- KNOVA Guided Selling: An interactive guide that dynamically
provides customers with a powerful resource to discover product options and comparisons,
allowing them to make informed purchasing decisions.
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 helps 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, visit
www.knova.com.
KNOVA Software, KNOVA, KNOVA 6, KNOVA 6.5, KNOVA 7, 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.
|
|