NEW YORK, November 18, 2009 - Knoa® Software, the leading provider of end-user experience and performance management software, today announced it has been selected by SourceMedia’s Information Management for its Innovative Solution Award in the category of Performance Management. Information Management's Innovative Solution Award was created to recognize solutions that are groundbreaking and provide quantifiable business value.
Knoa's flagship product, Experience and Performance Manager (EPM) has been widely recognized as the industry's most innovative end-user experience monitoring solution, in part, because it is the only end-user monitoring product that simultaneously meets the user performance needs of the business and the end-user experience needs of the IT organization.
Knoa was selected based on the quantifiable business value realized by British Telecom’s (BT) use of Knoa Experience and Performance Manager to manage end-user experience and application performance of its Customer Management Platform, which is based on CRM technology from Oracle’s Siebel software.
“Innovation is not particularly relevant unless it delivers competitive advantage. Information Management was looking for solutions that leveraged innovative technology resulting in high impact and value creation,” said Jim Ericson, editorial director, Information Management. “We selected Knoa in the category of Performance Management based on the proven results at British Telecom. Knoa’s technology has helped BT reduce application support costs, improve end-user productivity and respond to a rapidly changing competitive environment with agility.”
Knoa EPM enables BT’s Retail Division to drive consistently high revenue generation from each customer service agent by enabling the IT Team to identify and focus on the highest priority issues that are affecting agent productivity, customer experience or effective process execution. Knoa EPM metrics help the team determine where to apply corrective remediation in real time for the maximum business results. Since implementation, BT has seen significant ROI including:
- Six thousand new users were brought online in just over three months, nearly doubling the size of the user population without a corresponding increase in support staff.
- BT was able to identify very specific end-user behaviors that improved productivity for hundreds of advisors by 25 percent, a productivity improvement worth approximately $3 million.
- A 10 percent increase in productivity for BT’s business service advisors. BT estimated the revenue protected by rapid resolution of this application performance problem to be over $2 million.
- Reduction in the cost of managing application performance by approximately $300,000 per year.
"We are honored to be selected as an innovation leader by Information Management and its prestigious panel of judges. This recognition is a testament to the value we bring to the industry as well as our customers and partners each day," said Lori Wizdo, vice president, Marketing, Knoa Software. "Performance management continues to be a hot topic for IT and business executives. Both are under intense pressure to deliver results from their investment in enterprise software applications. Knoa's core innovation is a comprehensive end-user monitoring architecture that helps our customers simultaneously reduce application management costs and optimize the application and end-user performance necessary to drive business value from IT investments."
Submissions for the Information Management Innovative Solution Award were vetted by the editors of Information Management and a panel of judges consisting of Information Management contributors and other industry experts in the fields of business intelligence, analytics, data warehousing, process management and integration. Entries were judged based on innovation, business value/impact, qualitative and quantitative benefits, sustainability and relevance.
About Knoa
Knoa® Software is leading the performance management industry
with end-user experience management solutions that reach beyond infrastructure and application performance to monitor,
measure and manage how end-users are utilizing corporate software applications to optimize business process execution.
Knoa customers not only know if core enterprise
applications are delivering an acceptable user experience, but also, if application users are executing key processes effectively
and efficiently – the key to achieving business value and ROI. Knoa was recently selected as a Gartner “Cool Vendor,”
for its capabilities in end-user experience and performance management and was listed as a Leader in the “Forrester Wave: Passive Agent End-user Experience Monitoring.”
Knoa is headquartered in New York, NY. For more information about Knoa, please visit
www.knoa.com.
About Information Management
Information Management empowers both the business and IT audience with the latest strategies for rolling out and optimizing technology investments. Published monthly, Information Management provides articles, product reviews, best practices and cutting-edge commentary from the leading business intelligence and data management experts. Areas of coverage include: business process management, business performance management; customer relationship management including customer data integration; data integration, database and application management, data warehousing, ETL, EII and EAI. This information is also available online at www.info-mgmt.com.
About SourceMedia
SourceMedia, an Investcorp company, is the pre-eminent provider of timely and essential news, analysis, research, and insights for members of the financial services community, and the related fields of professional services and technology. SourceMedia offers its clients and subscribers professional publications, industry-standard data applications and in-depth seminars and conferences. www.sourcemedia.com
# # #
Editorial Contacts:
Mike Sullivan
PAN Communications
978.474.1900
knoa@pancomm.com
Note: Knoa is a registered trademark. All other company and product names contained herein are the marks of their respective holders.
