Active Decisions Changes Knowledge With KNOVA
KNOVA Software, which describes itself as “a leading provider of Intelligent Customer Experience applications,” has acquired a company that is also, according to the press release, among the elite in its field.
Active Decisions, a “provider of multi-channel Guided Selling solutions for retail, manufacturing, finance and telecommunications industries,” will be absorbed.
“With this acquisition,” the release stated, “KNOVA gains valuable new Guided Selling technology that is expected to have a significant time to market advantage: Active Decisions has a proven track record for optimizing marketing and e-commerce processes at some of the world’s leading companies including Staples, HP, Bank of America and Motorola.”
The deal, it seems, did not come as a surprise to the employees of either company – “KNOVA has already begun integration of Active Decisions’ Guided Selling application with KNOVA’s award-winning suite of Intelligent Customer Experience solutions.”
Also, “the core members of the development team from Active Decisions have accepted positions with KNOVA, which will enable the highest level of ongoing support for existing customers, and a smooth transition to a combined product portfolio.”
The obligatory comment from the company’s president and CEO, Bruce Armstrong, followed. “KNOVA has long been recognized as a pioneer in optimizing customer service processes with adaptive search and knowledge management applications,” he said. “As we extend our vision to power an intelligent experience throughout the entire customer lifecycle, we expect the acquisition of Active Decisions to play a key role in our success.”
“By broadening the scope of our application suite, KNOVA can now offer proven multi-channel solutions for Service Resolution Management and Interactive Brand Optimization,” Armstrong continued.
Another tribute, this time from Mitch Kramer, the senior vice president at the Patricia Seybold Group, concluded the release.
“KNOVA is an established leader in what we call cross-channel, cross lifecycle customer service and continues to execute very well,” Kramer said. “KNOVA’s strategy to extend its knowledge-centric application set to address a wider range of user interactions is right in line with market and customer needs. Its acquisition of Active Decisions is an excellent and timely move.”