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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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For Second Consecutive Year, Novell Recognized for Extraordinary
Customer Service Vision and Focus on Customer Satisfaction
Cupertino, Calif., November 21, 2006 - KNOVA Software, Inc.™ (OTC
Bulletin Board: KNVS), a leading provider of Intelligent Customer Experience applications,
today announced that Novell was recognized for the quality of its customer service
for the second consecutive year at its annual User Conference in San Francisco.
Winning the "Most Visionary" award and "Best Knowledge Authoring" award for 2005
and 2006 respectively, Novell's commitment to high quality, innovative customer
service is evident.
"Recognition by industry peers is an achievement of the highest caliber and the
KNOVA awards are a wonderful tribute to Novell's customer service initiatives,"
said Mike Lyons, VP of worldwide customer support for Novell. "KNOVA is critical
to the success of Novell's adaptive, process-driven customer service experience.
We work closely with KNOVA to enable the most intelligent and effective support
functionality for our 700 agents and over 74,000 registered self-service users worldwide."
At the 2005 KNOVA User Conference, Novell was awarded "Most Visionary Strategy for
Service Resolution Management" based on its highly successful Project Genesis. A
long-term Service Resolution Management (SRM) strategy that leverages Novell's customer-centric
culture, Project Genesis integrated Siebel with KNOVA Self-Service, Contact Center,
and Collaborative Forums applications, to deliver unsurpassed service for its customers.
Novell's innovative approach to SRM is allowing its customers to access critical
knowledge, reduce support costs and ultimately, improve customer satisfaction.
At the 2006 KNOVA User Conference, Novell was awarded "Best Use of Knowledge Authoring"
award for its ability to generate a large and growing knowledge corpus using KNOVA
Contact Center and KNOVA Forums. Built on the techniques and methodology of Knowledge-Centered
Support (KCS) from the Consortium for Service InnovationTM as a guide, Novell's
knowledge capture process is among the best in the industry with more than 300 authors
and 200 content publishers. Leveraging collaboration as an integrated component
of the support experience, answers to customers' questions come from support analysts
and external users in addition to Novell's original authors. This collaboration
adds significant value to the quality of support Novell customers receive.
"Our customers' success drives us to continually raise the bar for delivering personalized,
knowledge-optimized customer support," commented Bruce Armstrong, president and
CEO of KNOVA. "The awards Novell has earned represent remarkable customer support
achievements. We are delighted to be a part of the service innovation Novell is
driving and look forward to our continued 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 help companies increase revenues, reduce service costs and improve
customer satisfaction. Industry leaders including AOL, Ford, HP, Novell, McAfee
and H&R Block 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
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