April 10, 2007 08:00 ET

Newell Rubbermaid Selects KNOVA® Software to Streamline Information Flow in HR Benefits Call Center

KNOVA Software Will Enable Customer Service Professionals to Accelerate Delivery of HR Information to Employees With Adaptive Search and Knowledge Management Software

CUPERTINO, CA -- (MARKET WIRE) -- 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 ( "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."


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

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