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For public relations
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Melissa Stahley
Consona Corporation
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Press Release
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KNOVA's Intelligent Customer Experience Applications to Enrich
Siemens' Support Capabilities with Guided Search, Personalization and In-Depth Analytics
Cupertino, Calif., January 23, 2007 - KNOVA Software, Inc.™ (OTC
Bulletin Board: KNVS), a leading provider of Intelligent Customer Experience™ applications,
today announced that Siemens Medical Solutions has chosen KNOVA 7 to deploy knowledge-enabled
customer service to its healthcare customers worldwide. Siemens will implement KNOVA
Self-Service and KNOVA Contact Center to deliver a personalized and adaptive customer
support experience across channels.
Upgrading Siemens' existing knowledge self-service tools with state-of-the-art technology
to increase efficiency and reduce the time necessary to find answers to questions
was a driving factor in pursuing new knowledge management tools. "Today's customers
demand issue resolution that maximizes the value of every call center interaction.
In turn, a great customer experience translates to higher levels of customer satisfaction
and repeat customers," said Mike Long, Senior Vice President Global Services, Siemens
Medical Solutions. "We pursued the most respected offerings from the top service
resolution management vendors in the market and found that with its self-learning
search, business process support and personalization capabilities, KNOVA is the
best partner for Siemens' needs."
"Siemens' industry leadership rests in part on its ability to provide critical support
when it is most needed," said Bruce Armstrong, president and CEO of KNOVA, Inc.
"Instead of relying on disparate knowledge sources and siloed search tools, KNOVA
7 will help Siemens create and integrate an intelligent knowledge management system
throughout its customer support organization, improving consistency and accuracy.
By implementing a solution that can resolve customer and employee issues accurately
and in a timely manner, Siemens can help its support professionals be more successful
and improve the satisfaction of its internal and external customers."
With initial deployment, Siemens Medical will replace its legacy knowledge bases
with KNOVA Self-Service for its U.S. and German customers in addition to thousands
of employees globally, providing them with powerful, guided natural language search.
Customers will be able to specify their issues, locate accurate results quickly
and escalate to assisted support when appropriate. Siemens will also benefit from
KNOVA's comprehensive analytics capabilities that help tune the application for
maximum efficiency.
Siemens will augment KNOVA Self-Service with additional content, and leverage the
same knowledge base to roll out KNOVA Contact Center to hundreds of support professionals.
In one, centralized application, support professionals can follow an optimized workflow
- based on business processes - to guide users to resolution. With KNOVA Contact
Center, Siemens' support professionals can be more effective in handling inquiries
and make the support experience a rewarding one for customers.
Siemens Medical Solutions of Siemens AG (NYSE: SI) is one of the world's largest
suppliers to the healthcare industry. The company is known for bringing together
innovative medical technologies, healthcare information systems, management consulting,
and support services, to help customers achieve tangible, sustainable, clinical
and financial outcomes. Recent acquisitions in the area of in-vitro diagnostics
- such as Diagnostic Products Corporation - mark a significant milestone for Siemens
as it becomes the first full service diagnostics company. Employing approximately
36,000 people worldwide and operating in more than 130 countries, Siemens Medical
Solutions reported sales of 8.23 billion EUR, orders of 9.33 billion EUR and group
profit of 1.06 billion EUR for fiscal 2006. Further information can be found by
visiting http://usa.siemens.com/medical-pressroom.
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 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 Forums, KNOVA Self-Service,
KNOVA Field Service, KNOVA Knowledge Desk, KNOVA Guided Selling 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, performance of outside
distributors and resellers, use of the Web as a delivery vehicle for customer support
solutions, risks resulting from new product introductions, and customer acceptance
of new products, rapid technological change, risks associated with competition,
continued growth in the use of the Internet, 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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