SOURCE: Baynote

May 05, 2008 12:12 ET

eVergance and Baynote Partner to Bring Intent-Driven Recommendations and Social Search to Customer Service and Knowledge Management

Customers Will Experience Supercharged Online Support From Integrating Recommendation Technology With Leading Knowledge Management Solutions

OVERLAND PARK, KS and CUPERTINO, CA--(Marketwire - May 5, 2008) - eVergance, a leader in CRM and knowledge management strategic consulting, systems integration and managed services, and Baynote, a leader in intent-driven product and content recommendations for the business web, today announced that the companies have formed a strategic partnership to deliver Baynote's recommendation and social search capabilities to customer service and knowledge management environments. In addition, eVergance will be reselling the Baynote social search and recommendation solution, and will be tailoring its KM optimization and search tuning services to offer unique consulting capabilities to the Baynote customer base.

Already eVergance has started to see significant demand for Baynote's solutions in its customer accounts in both the United States and the United Kingdom, and across several of its target industry sectors, including financial services, communications, healthcare and retail. The firm will also be developing programs to integrate Baynote's social search and recommendations capabilities with leading knowledge management solutions, such as KANA IQ. Baynote is an excellent complement to these types of solutions since it enriches the search and navigation experience by learning from user behavior and the collective experiences of the online community.

"Having delivered dozens of Web self-service and KM solutions over the past several years, we see tremendous opportunity to bring Baynote's capabilities to our clients and deliver the double-leverage of enhanced information delivery via social search and increased customer insight for an improved customer experience," said Chad Wolf, president of eVergance. "At the same time, our market-leading strategy, transformation and managed services should nicely complement what Baynote and its partners currently provide to the market."

Added Andrew Keenan, vice president of strategic markets & business development at Baynote: "eVergance has emerged as a go-to company when it comes to integrating knowledge management in multi-channel support environments, and has both the laser focus of a specialized consulting organization as well as the reach and resources as the subsidiary of a public enterprise software company. The experience of their KM team is impressive, and coupled with a unique approach to knowledge management optimization and search tuning, offers to accelerate Baynote's adoption by blue chip and global organizations."

About eVergance

eVergance delivers proven strategic consulting, systems integration and managed services to enable the world's best customer experiences. With deep expertise spanning multi-channel call centers, self-service, Web 2.0 and knowledge management, eVergance offers a practical, balanced approach that delivers exceptional results. Founded in 2002, eVergance is an independent subsidiary of KANA Software, partners with several of the top collaboration, search and hosting providers, and has helped over 100 clients reach their customer service and support goals. For more information, please visit

About Baynote

Launched in 2006, Baynote delivers on-demand recommendation technology and social search for websites. By automatically displaying the best content and products, Baynote increases online revenue, leads and impressions. Baynote's patent-pending UseRank™ technology taps into the collective wisdom of the silent majority without collecting any explicit feedback. Over 100 eCommerce, media, and enterprise customers including Motorola, NASA, The Knot, and US Appliance use Baynote Recommendations. For more information, please visit

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