SOURCE: Knova Software, Inc.

September 25, 2006 08:00 ET

KNOVA Releases Powerful Application Suite to Deliver Intelligent Customer Experience

Featuring Personalized Microsites, Advanced Analytics, Self-Learning Search and Collaborative Authoring, KNOVA 7 Further Advances KNOVA's Technology Leadership

CUPERTINO, CA -- (MARKET WIRE) -- September 25, 2006 -- KNOVA Software, Inc.™ (OTCBB: KNVS), a leading provider of Intelligent Customer Experience™ applications, today announced the general availability of KNOVA 7, the new version of the company's award-winning application suite. As the industry's most adaptive search and knowledge management platform, KNOVA's new application suite brings the power of Web 2.0 to the enterprise, from marketing and product selection through service resolution. Already in deployment at multiple customer sites including AmSouth Bank, Informatica and McKesson, KNOVA 7 is highlighted by personalized Microsites, new actionable analytics, a new Visual Search Manager and collaborative authoring.

"We're delighted by the early customer feedback from our KNOVA 7 deployments. By setting a new bar for delivering a personalized, knowledge-optimized customer experience from pre-sales through post-sales support, KNOVA 7 is an important milestone for not only our company and customers, but for the market overall," commented Bruce Armstrong, president and CEO of KNOVA Software. "We are excited by the competitive advantage KNOVA 7 will provide in the marketplace and the business value KNOVA 7 will deliver to our customers."

"KNOVA is central to the transformation of our sales and support organization into a high-touch, value-added experience for our loyal customers who need information and assistance on more than 160,000 products," commented Herschel Jacobowitz, CIO, B&H Photo. "We look forward to implementing the new KNOVA 7 suite and expect its new Visual Search Manager, enhanced analytics and personalized Microsites to further optimize our customers' experience online."

Through user segmentation, personalized Microsites, embedded analytics and intuitive search tuning, KNOVA 7 enables companies to optimize the customer service experience to the specific needs and intent of each user. Collaborative authoring capabilities and reputation-driven content management enable customers to collaborate and easily create their own communities within the enterprise environment.

"KNOVA 7 is an excellent example of how the lessons of Web 2.0 are being harnessed for enterprise environments. From content creation and security, to management and core standards, KNOVA 7 helps companies harness the extensive intelligence of their customers to make customer service more effective," commented Sham Chotai, VP of engineering at KNOVA Software. "As in the consumer Web 2.0 world, when given the optimal environment and tools, users will intuitively create vibrant Web communities that support both their own needs and enterprise goals."

"KNOVA 7 is a good example of the emerging generation of hybrid knowledge-based software applications," said Sue Feldman, IDC's VP for Content Technologies. "By combining search with collaborative applications, adaptive learning, and the capability to build communities, this application gives a nod to Web 2.0 trends, and brings them into the enterprise. Tying them to customer-facing applications capitalizes on one of the hottest growth areas in software today."

KNOVA 7 is highlighted by powerful new capabilities for managing and delivering an Intelligent Customer Experience including:

Personalization, User Segmentation and Microsites

Web site managers have much more control to individualize service interactions based on user segmentation data and drive a more profitable customer experience:

--  Multi-dimensional segmentation drives personalized experiences based
    on user profile and user intent
--  Microsites enable easy creation and management of distinct customer
    experiences based on brand, product, geographies, user roles, or other
--  Recommendation Manager™ for easily managing cross-sells, up-sells
    and promotions and delivering targeted news, alerts, recommendations, and
    offers based on user profiles and user queries
--  Easily integrated with any portal architecture, context-aware
    knowledge pagelets provide building blocks for rich site construction
Self-Learning, Organic Search and Knowledge Management

Adaptive search and navigation capabilities create a more intuitive experience for users while collaborative authoring capabilities expand and improve the content creation process:

--  Visual Search Manager for intuitive, drag-and-drop search experience
--  Self-learning Adaptive Navigation powered by KNOVA's patented
    Cognitive Processor® technology; search results dynamically adjust based
    on the success of other users
--  In-process, collaborative authoring with re-usable information
    components, auto-classification and natural content capture
--  Content presentation reflects reputation of individual documents and
--  Embedded analytics provide insights into usage trends, root causes,
    knowledge gaps, and resolution success
The limited availability version of KNOVA 7 was released in Q2 2006 and was evaluated by Forrester Research in the May 2006 Forrester Wave™ eService Report. In the report, Forrester commented, "For its first appearance in this evaluation, KNOVA receives a strong Leader rating, thanks to its core competency of a customer-service-centric knowledgebase mixed with a marketing-savvy focus on the customer experience. KNOVA receives best-of-breed ratings for its forum module and reporting/analytics. Also rated highly is KNOVA's search technology; in addition, it received a perfect 5 for its ability to fine-tune the customer experience with Microsites based on external customer metadata."

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, 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, KNOVA 6, KNOVA 6.5, KNOVA 7, Intelligent Customer Experience, KNOVA Contact Center, KNOVA Self-Service, KNOVA Forums, KNOVA Field Service and KNOVA Knowledge Desk 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 detailed from time to time in the Company's Securities and Exchange Commission filings. These risks include, but are not limited to, risks related to the introduction, performance and market acceptance of new products. 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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