Verizon Wireless to Expand Usage of Knowledge Management Software to Enhance Customer Service

- KNOVA, a Consona CRM solution and worldwide leader in service resolution and knowledge management (KM) solutions for the enterprise, today announced that Verizon Wireless, operator of the nation's most reliable wireless voice and data network, serving more than 67.2 million customers, has chosen KNOVA as part of several initiatives set to enhance the quality of service and support provided to all of its customers.

Verizon Wireless has been using KNOVA since 2003 to provide service and support to its customers via technical support centers and to customers via verizonwireless.com. Verizon Wireless uses KNOVA Contact Center and KNOVA Self-Service solutions to help provide customer care agents and online users with easy access to information. KNOVA will be rolled out nationally to all Verizon Wireless customer care representatives.

Vernon Villasenor, associate director of Verizon Wireless customer service, said "KNOVA has proven itself as a reliable and effective knowledge management resource within our technical support environment. We are leveraging the effectiveness and flexibility of the KNOVA system and our knowledge expertise to further enhance the ability of all our representatives to provide exceptional customer service."

"I'm confident KNOVA's best-in-class technology will help Verizon Wireless achieve faster, more cost-effective service resolution, which will ultimately result in higher customer satisfaction among the many Verizon Wireless users," said Jeff Tognoni, CEO of Consona Corporation, the parent company of KNOVA. "We are excited to support Verizon Wireless throughout its implementation process, and we look forward to expanding an already innovative and productive partnership."

About KNOVA

KNOVA, a Consona CRM solution, is a leading intelligent customer experience solution (http://www.knova.com/products/index.html) 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 about CRM software, visit www.knova.com, e-mail info(at)knova.com or call (800) 572-5748.

Verizon Wireless to Expand Usage of Knowledge Management Software to Enhance Customer Service

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Verizon Wireless to Expand Usage of Knowledge Management Software to Enhance Customer Service

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