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Press Release
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KNOVA Software Will Enable Customer Service Professionals to
Accelerate Delivery of HR Information to Employees with Adaptive Search and Knowledge
Management Software
Cupertino, Calif., April 10, 2007 - KNOVA, a Consona CRM solution,
today announced that global consumer products company Newell Rubbermaid has selected
KNOVA Contact Center to help customer service professionals deliver human resources
information to its 31,000 active employees and retirees. Currently being deployed
in Newell Rubbermaid's HR benefits call center, KNOVA will empower customer service
professionals to respond quickly and accurately to incoming queries about anything
relating to HR, including retirement, insurance and health benefits.
"Newell Rubbermaid selected KNOVA after a thorough search for a scalable solution
that would integrate well with the needs of our customer service professionals fielding
HR calls," said George Outland, Microsoft support and operations manager for Newell
Rubbermaid. "KNOVA Contact Center will enable us to improve our service levels and
increase satisfaction among our employees and retirees."
Call centers have historically taken the brunt of caller frustration due to ineffective
service. Further, call center managers have long struggled to keep service costs
manageable. In fact, Service and Support Professionals Association (SSPA) studies
show that as applications and devices grow more complex, service levels are dropping:
the average first-call resolution rate dropped from 62 percent in 2000 to 45 percent
in 2006, and the average agent talk time increased from 12 minutes to 15 minutes
during the same period. In an effort to redefine service and support, reduce service
costs, and optimize the caller experience, KNOVA Contact Center guides the call
center professional through an intelligent, adaptive experience targeted solely
at solving each caller's issue. An assisted-service application built on KNOVA's
adaptive search and knowledge management platform, KNOVA Contact Center personalizes
the caller's experience and enables the call center professional to not only leverage
existing knowledge to increase first-call resolution rates, but also capture new
knowledge as a natural part of the resolution process.
"Newell Rubbermaid's decision to implement KNOVA in its new HR benefits call center
further validates KNOVA's position in the market as a leading provider of intelligent
resolution management solutions," said Pete Strom, general manager of Consona CRM,
the CRM-focused division of Consona Corporation of which KNOVA is now a part (more info). "By focusing on providing an intelligent customer
experience and delivering accurate and personalized information faster for effective
issue resolution, KNOVA is redefining service and support for the world's leading
companies."
About KNOVA Software
KNOVA, a Consona CRM solution, is a leading intelligent customer experience solution
that maximizes 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. For more information,
visit www.knova.com.
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