May 07, 2007 15:00 ET

Service & Support Professionals Association Honors KNOVA Software as "Recognized Innovator"

KNOVA's Award-Winning KNOVA 7 Platform Acknowledged for Improving How Companies Provide Customer Service and Support

CUPERTINO, CA -- (MARKET WIRE) -- May 7, 2007 --KNOVA Software, a Consona CRM solution, today announced it has been named a "Recognized Innovator" by the Service & Support Professionals Association (SSPA), the largest and most influential association for technology services and support professionals. KNOVA was honored for improving the way companies derive business intelligence from captured customer interaction data, and showcased at the SSPA Best Practices Conference today in San Diego. KNOVA also was recognized in another category for enabling companies to generate additional revenue in inbound customer support centers with intelligent offer management. Winners were selected by a panel of seven judges, including industry experts, SSPA members and SSPA Vice President of Research John Ragsdale.

"With technical complexity creating an explosion of customer interactions, innovative service and support applications are required to help companies continue to meet and exceed customer expectations," said Ragsdale. "KNOVA offers innovative technology and thought leadership that can revolutionize the way companies approach assisted and unassisted customer support."

"We are extremely pleased to accept this honor from one of the industry's most recognized entities," said Pete Strom, general manager of Consona CRM. "This award is a testament to the innovation and accomplishments KNOVA has achieved over the past year, as well as its dedication to helping companies maximize the value of every interaction throughout the customer life cycle in an effort to improve overall customer service."

KNOVA was named a winner in the SSPA's Analytics Innovation category. According to SSPA members, companies are collecting massive stores of customer history and interaction data, but what is missing is strong, business user targeted analysis tools to identify strategic business intelligence from the data. Companies recognized for Analytics Innovation are delivering complex analytics to derive "order from chaos," and identify key business learnings based on customer information, problem resolution statistics, or other ancillary data.

KNOVA also was named a winner in the SSPA's Offer Management Innovation category. A core SSPA message in 2007 is "Value Added Support," and leveraging service interactions to increase revenue is a key part of this message. Companies recognized for Offer Management Innovation are delivering solutions that enable upselling and cross-selling in a variety of customer situations (B2B and B2C) and channels (assisted and unassisted), helping support organizations increase customer wallet share and contribute to the company's revenue goals.

More information on the SSPA Best Practices Conference and SSPA Recognized Innovators can be found at

About the SSPA

As the industry's foremost professional association, the Service & Support Professionals Association (SSPA) is a key resource for the information and best practices needed to make better business decisions. It brings together the best minds from across the industry spectrum -- from established companies with successful track records to the pioneering newcomers with out-of-the-box ideas. The SSPA also partners with thought leaders such as J.D. Power and Associates and the Wharton School of Business to create programs that benefit the industry. The SSPA is a member of a global network of associations that includes the Technology Professional Services Association (TPSA), the Association for Services Management International and the Electronic Supply Chain Association. For more information, visit

About KNOVA Software

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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