SOURCE: Knova Software

October 31, 2006 08:30 ET

KNOVA Positioned in the Visionaries Quadrant of 2006 Information Access Technology Magic Quadrant

CUPERTINO, CA -- (MARKET WIRE) -- October 31, 2006 -- KNOVA Software (OTCBB: KNVS), a leading provider of Intelligent Customer Experience applications, today announced its inclusion in the "Visionaries" quadrant of Gartner's 2006 Magic Quadrant for Information Access Technology.(1)

"We believe KNOVA's placement in the 'Visionaries' quadrant in Gartner's Information Access Technology report confirms the market position we have taken in applying adaptive search and knowledge management capabilities to the challenges facing customer service organizations," commented Bruce Armstrong, president and CEO of KNOVA Software. "As our customers continue to see their own products increase in complexity, and their call volume increase as they grow, they realize that delivering a high quality customer experience requires next-generation solutions. The recent release of KNOVA 7 and the excellent response from current customers and prospects illustrate the power of KNOVA's Service Resolution Management platform."

KNOVA's search applications deliver an adaptive resolution experience, through three core points of technological differentiation:

--  Combining Natural Language Processing, dynamic classification and
    clustering, and self-learning techniques to drive an improved search
--  A common model for indexing, managing and classifying knowledge in all
    its forms, whether unstructured documents, people, or transactional data;
--  Seamlessly embedding search and knowledge delivery into the business
    process and service resolution workflow across assisted service, self-
    service, and peer support environments.
Authored by Whit Andrews and Rita E. Knox, research vice presidents at Gartner, the Information Access Technology report evaluates vendors on eight encompassing criteria, including Overall Viability and Ability to Execute Product/Service. According to Gartner, vendors included in the Visionaries quadrant "have demonstrated imaginative and insightful approaches to the information access technology market, but lack the resources to prove their leadership and guaranteed strength in the future. They all possess architectural flexibility and creative means of establishing relevancy. Greater manifested financial depth and market traction would improve their positioning. Any could emerge as Leaders through stronger market performance."

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-
--  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.
The Magic Quadrant is copyrighted October 2006 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


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

KNOVA Software, KNOVA Contact Center, KNOVA Self-Service, KNOVA Forums, 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, 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.

(1) Gartner Magic Quadrant for Information Access Technology, 2006 Whit Andrews and Rita E Knox, October 2006.

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