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PR Contact |
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For public relations
inquiries, please contact:
Melissa Stahley
Consona Corporation
317.249.1270
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Press Release
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Microsites, Self-Learning Search and Knowledge Management to
Help Technology Leader Optimize Support through Customer-Centric Applications
Cupertino, Calif., November 14, 2006 - KNOVA Software, Inc.™ (OTC
Bulletin Board: KNVS), a leading provider of Intelligent Customer Experience™ applications,
today announced that Spansion Inc., a leading provider of Flash memory solutions,
has selected KNOVA 7 to enhance customer support online. With KNOVA Self-Service,
Contact Center and Forums solutions, Spansion customers will benefit from an integrated,
multi-channel support experience that is both highly intuitive and personalized
to the needs of the user.
"After careful evaluation, we selected KNOVA 7 for its combination of personalized,
self-learning search, business process support and forums capabilities," said Dan
Byers, vice president of field engineering and market development of Spansion. "We
expect KNOVA 7 will enable us to enhance our customer support services."
KNOVA 7 offers a seamless, efficient customer support system for all technical issues
worldwide. Through a highly intuitive experience, KNOVA Self-Service guides end
customers to the information they are seeking based on the intent and context of
their query. At any point, customers will be able to escalate to an assisted support
model, retaining the information already provided via self-service and passing that
to an agent.
KNOVA Contact Center organizes all the information support 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 support agents
through the resolution process using diagnostic search, collaboration and pre-populated
case notes to resolve customer issues. KNOVA 7 can be integrated into existing Customer
Relations Management (CRM) systems, enabling agents to easily move between applications.
KNOVA Forums enhances communication among customers and support groups. KNOVA Forums
is self-learning and adaptive to the expertise and reputation of different forum
contributors. Underlying all of KNOVA's applications is a comprehensive set of analytics
capabilities that help tune the application for maximum effectiveness.
"Our partnership with Spansion leverages a full spectrum of KNOVA applications to
deliver the optimal customer experience. By integrating self-service, agent support
and forums, Spansion will enhance both the breadth and consistency of support it
delivers to its customers," commented Bruce Armstrong, president and CEO of KNOVA
Software. "As a technology leader, the quality of Spansion's service and support
is critical to its reputation and its long term success. We are pleased that Spansion
has put its confidence in KNOVA and look forward to a rewarding partnership."
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 Contact Center, KNOVA Self-Service, KNOVA
Forums, KNOVA Field Service, KNOVA Knowledge Desk and KNOVA 7 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 including,
but not limited to, risks related to our software strategy, fluctuations in customer
demand, performance of outside distributors and resellers, use of the Web as a delivery
vehicle for customer support solutions, risks resulting from new product introductions,
integration of acquired products with current offerings, and customer acceptance
of new products, rapid technological change, risks associated with competition,
continued growth in the use of the Internet, our ability to retain and increase
revenue from existing customers and to execute agreements with new customers, unforeseen
expenses, our ability to attract and retain qualified personnel and to secure necessary
financing for our operations and business development, and other market conditions
and risks detailed from time to time in our 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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