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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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Data Management Software Provider Leverages Intelligent Search
and Management Solution to Deflect 10 Percent of Incoming Calls and Put Company
Information at the Users' Fingertips
Cupertino, Calif., March 12, 2007 - KNOVA Software, Inc.™ (OTC
Bulletin Board: KNVS), a leading provider of Intelligent Customer Experience™ applications,
today announced that Vision Solutions, a leading high availability solution provider
to the Global 5000 and pioneer to such technology innovations as remote journaling
and clustering, is using KNOVA Contact Center™ and KNOVA Self-Service™. Deployed
in March 2006, Vision Solutions is using KNOVA to optimize the effectiveness of
its call center and streamline the dissemination of company information to its 250+
employees and partners and nearly 3,000 customer accounts. By utilizing KNOVA's
service resolution management applications to provide an intelligent customer experience,
Vision Solutions maximizes the value of its contact center interactions and reduces
the number of incoming calls.
Faced with an increasing number of customer calls and a growing employee and partner
base, Vision Solutions sought an approach that would provide fast, personalized
issue resolution to internal and external queries. KNOVA addressed these challenges
with its intelligent customer experience applications KNOVA Self-Service and KNOVA
Contact Center. By leveraging adaptive search, which includes guided search, direct
answer, resolutions flows and adaptive navigation functionality in conjunction with
a centralized knowledge base of technology and company information for its customers,
partners and employees, Vision Solutions was able to increase call center efficiency.
In fact, Vision Solutions has indicated that using KNOVA has already effectively
reduced the number of incoming customer calls by 10 percent.
"After a thorough investigation of available knowledge management solutions, Vision
Solutions selected KNOVA to empower users with access to all sources of company
and technology information," said Pete Robie, senior vice president of customer
care and professional services. "As KNOVA's search tools employ natural language
processing, an added benefit is the ability to analyze customer queries about our
own technology, effectively helping Vision Solutions to deliver a better product.
With KNOVA, Vision Solutions has not only increased our call center's effectiveness,
but the technology has done an unbelievable job of combining the collection of company
intelligence with intuitive interactions in order to effectively cater to our users."
Vision Solutions was focused on increasing customer satisfaction and retention,
reducing call times, and resolving issues faster with accurate answers. KNOVA Contact
Center takes an innovative approach to service and support by guiding the support
professional through an adaptive experience, designed to target and solve each user's
unique issue. The assisted-service application provides patented search and navigation
functionalities with comprehensive capabilities, including interviews, collaborative
support and response templates, allowing for a personalized customer experience.
This distinctive process also enables the support professional to secure new knowledge
as a natural part of the resolution process. The result is an optimized experience
at a lower support cost.
For Vision Solutions, the KNOVA implementation addresses the traditional enterprise
struggle to maintain a complete and effective structure, organization and integration
of knowledge. KNOVA Self-Service provides a seamless escalation path to experts,
forums or live customer service that gets to the heart of satisfying the service
professional, partner and customer's needs. In addition to offering universal access
to all the valuable enterprise content, KNOVA Self-Service also uses self-learning,
guided issue resolution, auto-classification and in-process analytics for continuous
improvement. The result is an exceptional personalized interaction that allows enterprises
to optimize the user's experience.
"Companies realize that the ability to maximize the value of every interaction throughout
the customer life cycle is key to improving overall customer service," said Bruce
Armstrong, CEO of KNOVA Software. "With the increased sophistication of customers
and technology, it is essential that the focus remain on delivering personalized
and accurate information for effective issue resolution. KNOVA's deployment at Vision
Solutions is a clear demonstration that companies across verticals are benefiting
from intelligent customer experience solutions for successful business interactions."
KNOVA 7 is the latest version of an award-winning suite of Intelligent Customer
Experience applications that reduce service costs, increase revenue, and improve
customer satisfaction. Built on a patented next-generation search and knowledge
management platform, KNOVA 7 applications include KNOVA Contact Center™, KNOVA Self-Service™,
KNOVA Forums™, KNOVA Field Service™ and KNOVA Guided Selling™.
About Vision Solutions Vision Solutions, headquartered in Irvine, Calif.,
is a leading high availability solution provider to the Global 5000. For more than
16 years Vision Solutions has achieved recognition and earned the respect of technologists
and business leaders around the globe as an IBM Premier Business Partner and an
IBM High Availability Business Partner, and together with IBM has pioneered such
technology innovations as remote journaling and clustering. With nearly 3,000 customers
and over 12,000 licenses worldwide, the company works closely with a worldwide network
of channel partners and IBM to deliver its industry-leading iTera and ORION™ software,
services and support for protecting mission-critical applications and information
from planned and unplanned downtime. For more information on Vision Solutions, please
visit the company's Web site at
www.visionsolutions.com.
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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