SOURCE: Knova Software

March 28, 2006 08:00 ET

Patricia Seybold Group Recommends Knova Self-Service as Strong Solution for Web Self-Service and Support

Knova's Strengths in NLP and Guided Search, Automated Classification and Business Process Support Key to a Satisfying Online Customer Experience

CUPERTINO, CA -- (MARKET WIRE) -- March 28, 2006 -- Knova Software, Inc.™ (OTC BB: KNVS), a leading provider of Service Resolution Management applications, today announced that Knova 6.5 received a very positive evaluation in an in-depth product review published March 2, 2006 by Patricia Seybold Group.

In the report, senior analyst Sue Aldrich notes many Knova differentiators and product strengths, including automated classification, conceptual search, natural language processing, guided navigation and resolution flows. In addition, Ms. Aldrich highlights Knova's architecture as an important differentiator: "Knova's service-based structure and Web Services interfaces make Knova's capabilities available to other customer applications, thus making them more valuable."

"Knova is a strong solution for self-service and support search and is even more compelling when you need multi-channel support in the call center as well," commented Ms. Aldrich. "Knova should definitely be among the top vendors considered when evaluating self-service solutions."

"We are delighted that the Patricia Seybold Group continues to recognize the value, capabilities and differentiators provided by Knova Self-Service and the entire Knova application suite," said Ben Kaplan, vice president of marketing at Knova. "Knova shares PSG's focus on continuously improving the customer experience, and our intelligent search applications for Service Resolution Management make this vision a reality for many of the world's leading companies."

About Knova 6.5

Knova 6.5, Knova's award-winning application suite, is built on a next-generation search and knowledge management platform. Knova 6.5 applications include:

--  Knova Contact Center: An assisted-service application that automates
    the resolution process for customer service agents and support analysts
--  Knova Self-Service: A next-generation self-service application that
    enables customers to help themselves with a personalized, proactive self-
    service experience
--  Knova Forums: An integrated forums application for peer-service that
    enables customers to help each other while providing valuable feedback
--  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.

About Knova Software

Knova Software is a leading provider of Service Resolution Management applications that reduce service costs, increase revenues and improve customer satisfaction. Built on a next-generation search and knowledge management platform, Knova's suite of knowledge-empowered customer service applications automate the resolution process across multiple channels including contact centers, help desks, email and self-service sites. Industry leaders including EDS, Ford, HP, H&R Block, Novell, Merrill Lynch, McAfee, Reuters and QUALCOMM rely on Knova's award-winning solutions to deliver world-class customer service. Knova Software is headquartered in Cupertino, Calif. For more information, visit

Knova Software, Knova, Knova 6, Knova 6.5, 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.

Contact Information

  • Contact:
    Michele Mehl
    Knova Software/CDW Public Relations
    Email Contact