SOURCE: Knova Software

October 10, 2006 08:00 ET

B&H Implements KNOVA 7 to Optimize the Customer Experience

World's Leading Professional Photo, Video & Audio Retailer Invests in Guided Self Service and Agent Support for Its Multi-Channel Customers

CUPERTINO, CA -- (MARKET WIRE) -- October 10, 2006 -- KNOVA Software, Inc.™ (OTCBB: KNVS), a leading provider of Intelligent Customer Experience™ applications, today announced that B&H, the world's leading retailer of Professional Photo, Video, Pro Audio, and Digital Imaging Products, has implemented KNOVA's award-winning product suite. B&H's partnership with KNOVA is an integral component of the company's strategy to deliver a superior customer experience online and in-store.

"As a multi-channel retailer, B&H is world renowned as the place to be for all photo, video, pro audio and digital imaging needs. The key to that success has been an unwavering commitment to outstanding service, and we understand that long term customer satisfaction depends in large degree on having the best support systems," commented Herschel Jacobowitz, CIO, B&H Photo. "After carefully reviewing the leading solutions in the industry, KNOVA's combination of adaptive, natural language search, universal information access and integrated business process support made it the obvious choice for us to achieve our goals."

As part of the first phase of its project, B&H has implemented a KNOVA-based agent portal to organize all the product information its service staff needs into one interface that intelligently pulls content from over 150 vendors including, Epson, Kodak, Olympus, Samsung and Panasonic. Manuals, incident reports, technical notes, and press releases are updated daily giving Agents immediate access to relevant timely information during the sales or support call. For common service requests, KNOVA's unique business process workflows and diagnostic search help guide B&H agents through the resolution process to resolve customer issues faster, and more consistently.

In phase two of the implementation, B&H will leverage the same knowledge base infrastructure by rolling out KNOVA Self-Service to guide customers to a successful outcome through a highly intuitive and resolution-centric experience. At any point, users will be able to escalate to an assisted support model, retaining the information already provided via self-service and passing that to an agent. B&H Photo will also benefit from KNOVA's comprehensive analytics capabilities that help tune the application for maximum effectiveness.

"KNOVA is making our sales and customer support agents more effective, improving first call resolution and lowering call handle time -- a sure path to customer satisfaction," continued Herschel Jacobowitz, CIO, B&H. "When we implement KNOVA for self-service, we expect to both increase agent productivity and further improve customer satisfaction. Instead of answering repetitive inquiries that can be handled most efficiently through self-service, our agents will now be free to focus their time on providing solutions for our more challenging cases."

"As the premier retailer of photo imaging products, B&H has a demanding customer base of professionals and discriminating consumers that expects the highest level of support whether on the phone or on-line. Representing hundreds of manufacturers and thousands of products, B&H has a strategic imperative to integrate a massive amount of constantly changing information into a customer experience that delivers superior results," commented Bruce Armstrong, president and CEO of KNOVA. "Together, we have achieved great results thus far -- and look forward to a continued strong partnership."

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 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, 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. 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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