SOURCE: Knova Software

June 13, 2006 08:00 ET

RSA Security Selects KNOVA to Power Multi-Channel Customer Service

Global Internet Security Provider Deploys Award-Winning Knowledge Management and Self-Service Applications for Call Centers and Customers

CUPERTINO, CA -- (MARKET WIRE) -- June 13, 2006 -- KNOVA Software, Inc.™ (OTCBB: KNVS), a leading provider of Service Resolution Management applications, today announced that RSA Security, the expert in protecting online identities and digital assets, has selected KNOVA technology to automate service resolution across customer service channels. Integrating with the company's customer relationship management (CRM) system, KNOVA Contact Center will help RSA Security's support agents resolve customers' issues more effectively while KNOVA Self-Service is expected to power a world-class online experience for many of the company's 20,000 customers worldwide.

"We needed a solution that would help us build a strong knowledge infrastructure to support all service channels and highly satisfy our customers," commented Todd Ulrich, director of Technical Support at RSA Security. "In the crowded customer support solutions market, KNOVA's combination of great natural language search, business process support and flexible knowledge authoring made it the obvious choice for us to achieve our goals."

With KNOVA Contact Center, RSA Security's award-winning support organization has a more complete system for resolving customer inquiries. KNOVA organizes all the information agents need into one interface and intelligently pulls answers from any knowledge source in the enterprise regardless of format. KNOVA's unique business process workflows guide RSA Security's agents through the resolution process using diagnostic search, collaboration and pre-populated case notes to resolve customer issues. This translates into more effective support and more satisfied customers.

With KNOVA Self-Service, RSA Security will leverage the same universal knowledge management platform to guide customers to resolution with a diagnostic, natural language search engine, an intuitive user interface and a unique process-assisted "wizard" experience. Once implemented, RSA Security expects KNOVA will help it improve first call resolution, avoid repeat calls, deliver accurate and consistent answers through self-service, and increase customer satisfaction across all service channels.

In addition to KNOVA Contact Center and KNOVA Self-Service, RSA Security expects to benefit from KNOVA's comprehensive analytics capabilities that help business users tune the application for maximum effectiveness.

"We needed to understand what knowledge gaps existed and what information was most useful to our customers," continued Ulrich. "With KNOVA, we can put that information to immediate use, helping us continually refine and improve our customers' experience."

"As one of the largest Internet security companies, RSA Security plays a vital role in protecting the identities and digital assets of employees, partners and customers of companies and government organizations worldwide," said Bruce Armstrong, president and CEO of KNOVA Software. "With this new search and knowledge management infrastructure, RSA Security will optimize its ability to help its customers with consistent and accurate answers across all service channels."

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.

RSA Security is a registered trademark of RSA Security Inc. in the U.S. and/or other countries.

Contact Information

  • Contact:
    Michele Mehl
    KNOVA Software
    CDW Public Relations
    Email Contact