March 12, 2007 08:00 ET

Vision Solutions Sees Significant Call Deflection After Implementation of KNOVA

Data Management Software Provider Leverages Intelligent Search and Management Solution to Deflect 10 Percent of Incoming Calls and Put Company Information at the Users' Fingertips

CUPERTINO, CA -- (MARKET WIRE) -- March 12, 2007 -- KNOVA Software (OTCBB: KNVS), a leading provider of Intelligent Customer Experience applications, today announced that Vision Solutions, a leading high availability solution provider to the Global 5000 and pioneer to such technology innovations as remote journaling and clustering, is using KNOVA Contact Center™ and KNOVA Self-Service™. Deployed in March 2006, Vision Solutions is using KNOVA to optimize the effectiveness of its call center and streamline the dissemination of company information to its 250+ employees and partners and nearly 3,000 customer accounts. By utilizing KNOVA's service resolution management applications to provide an intelligent customer experience, Vision Solutions maximizes the value of its contact center interactions and reduces the number of incoming calls.

Faced with an increasing number of customer calls and a growing employee and partner base, Vision Solutions sought an approach that would provide fast, personalized issue resolution to internal and external queries. KNOVA addressed these challenges with its intelligent customer experience applications, KNOVA Self-Service and KNOVA Contact Center. By leveraging adaptive search, which includes guided search, direct answer, resolutions flows and adaptive navigation functionality in conjunction with a centralized knowledge base of technology and company information for its customers, partners and employees, Vision Solutions was able to increase call center efficiency. In fact, Vision Solutions has indicated that using KNOVA has already effectively reduced the number of incoming customer calls by 10 percent.

"After a thorough investigation of available knowledge management solutions, Vision Solutions selected KNOVA to empower users with access to all sources of company and technology information," said Pete Robie, senior vice president of customer care and professional services. "As KNOVA's search tools employ natural language processing, an added benefit is the ability to analyze customer queries about our own technology, effectively helping Vision Solutions to deliver a better product. With KNOVA, Vision Solutions has not only increased our call center's effectiveness, but the technology has done an unbelievable job of combining the collection of company intelligence with intuitive interactions in order to effectively cater to our users."

Vision Solutions was focused on increasing customer satisfaction and retention, reducing call times, and resolving issues faster with accurate answers. KNOVA Contact Center takes an innovative approach to service and support by guiding the support professional through an adaptive experience, designed to target and solve each user's unique issue. The assisted-service application provides patented search and navigation functionalities with comprehensive capabilities, including interviews, collaborative support and response templates, allowing for a personalized customer experience. This distinctive process also enables the support professional to secure new knowledge as a natural part of the resolution process. The result is an optimized experience at a lower support cost.

For Vision Solutions, the KNOVA implementation addresses the traditional enterprise struggle to maintain a complete and effective structure, organization and integration of knowledge. KNOVA Self-Service provides a seamless escalation path to experts, forums or live customer service that gets to the heart of satisfying the service professional, partner and customer's needs. In addition to offering universal access to all the valuable enterprise content, KNOVA Self-Service also uses self-learning, guided issue resolution, auto-classification and in-process analytics for continuous improvement. The result is an exceptional personalized interaction that allows enterprises to optimize the user's experience.

"Companies realize that the ability to maximize the value of every interaction throughout the customer life cycle is key to improving overall customer service," said Bruce Armstrong, CEO of KNOVA Software. "With the increased sophistication of customers and technology, it is essential that the focus remain on delivering personalized and accurate information for effective issue resolution. KNOVA's deployment at Vision Solutions is a clear demonstration that companies across verticals are benefiting from intelligent customer experience solutions for successful business interactions."

KNOVA 7 is the latest version of an award-winning suite of Intelligent Customer Experience applications that reduce service costs, increase revenue, and improve customer satisfaction. Built on a patented next-generation search and knowledge management platform, KNOVA 7 applications include KNOVA Contact Center™, KNOVA Self-Service™, KNOVA Forums™, KNOVA Field Service™ and KNOVA Guided Selling™.

About Vision Solutions

Vision Solutions, headquartered in Irvine, Calif., is a leading high availability solution provider to the Global 5000. For more than 16 years Vision Solutions has achieved recognition and earned the respect of technologists and business leaders around the globe as an IBM Premier Business Partner and an IBM High Availability Business Partner, and together with IBM has pioneered such technology innovations as remote journaling and clustering. With nearly 3,000 customers and over 12,000 licenses worldwide, the company works closely with a worldwide network of channel partners and IBM to deliver its industry-leading iTera and ORION™ software, services and support for protecting mission-critical applications and information from planned and unplanned downtime. For more information on Vision Solutions, please visit the company's website at


KNOVA Software is a leading provider of Intelligent Customer Experience solutions that maximize 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. KNOVA Software is headquartered in Cupertino, Calif. For more information, visit

KNOVA Software, KNOVA Contact Center, KNOVA Forums, KNOVA Self-Service, KNOVA Field Service, KNOVA Knowledge Desk, KNOVA Guided Selling and KNOVA 7 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 including, but not limited to, risks related to our software strategy, performance of outside distributors and resellers, use of the Web as a delivery vehicle for customer support solutions, risks resulting from new product introductions, and customer acceptance of new products, rapid technological change, risks associated with competition, continued growth in the use of the Internet, and other market conditions and risks detailed from time to time in our 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.

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