SSPA Survey Results Reveal KNOVA® as the Top Choice Among Members Using a Knowledge Management Solution

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KNOVA’s Intelligent Customer Service Solutions Outrank Competing Solutions in Recent Poll Conducted by the Service and Support Professionals Association.

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Got Wiki-mania? Consider All Your Collaborative Options

KNOVA, a Consona CRM solution and worldwide leader in service resolution and knowledge management solutions for the enterprise, has been identified as the most implemented knowledge management point solution in a recent Service and Support Professionals Association (SSPA) survey. The 2008 SSPA Member Technology Survey results underscore KNOVA’s continued commitment to providing intelligent customer service solutions that reduce service costs while improving customer satisfaction and increasing revenue.

The survey queried SSPA members about which agent-facing knowledgebase solution they currently use. KNOVA emerged with the highest market share among competing knowledge management solutions.

According to John Ragsdale, SSPA’s Vice President of Technology Research, “Companies are placing more emphasis on delivering a great customer experience, which cultivates cost savings, repeat business and customer loyalty. These companies rely on knowledge management to help them author content and spider existing documents, online forums and wikis. Knowledge management software makes that information available to customer service agents, and directly to customers via online self-service.”

According to KNOVA Enterprise Solutions Architect Nitin Badjatia, “Too often a resolution is lost due to an inability to adapt to the context of a question, widely dispersed information, or inconsistent answers depending on who the customer reaches. KNOVA bucks the one-size-fits-all approach to service resolution and instead provides a platform with the intelligence needed to recognize content and adapt to it—ultimately personalizing the customer experience. As a pioneer in knowledge management, KNOVA is committed to supporting this message and educating companies about the importance that optimizing the customer experience plays on their bottom line.”

With a nod to continued education on this subject, a new SSPA Webinar entitled “Got Wiki-mania? Consider All Your Collaborative Options” explores how companies leverage Web 2.0 technologies to accelerate support and call center operations. The 30-minute, on-demand minicast, hosted by Ragsdale and Badjatia is available now at http://www.thesspa.com/webcasts/emails/knova/06_12_08_knova.html.

About KNOVA
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, 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 http://www.knova.com, e-mail info@knova.com, or call (800) 572-5748.

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 http://www.thesspa.com

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Mtich Briggs
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