DKSystems Integrates KPS Knowledge Management Technology Into the DKHelpDesk Product SuiteIntegration Offers Cutting-Edge Knowledge Management Capability to Customers CHICAGO, March 17, 2003 -- DKSystems Incorporated and Knowledge Powered Solutions plc (KPS) have entered into an OEM agreement that allows DKSystems to incorporate and distribute KPS' Knowledge Management (KM) technology as an embedded solution in DKSystems products. The initial integration of KPS' KM technology with DKSystems products will be available in the upcoming release of DKHelpDesk(TM)/DKInventory Manager(R) version 4.0, DKSystems' help desk and IT inventory management system software. DKSystems also plans to integrate the KPS KM technology as part of its OnTrack for Training(R) learning management solutions in the future. DKSystems is initially integrating KPS' Domain Knowledge(TM), a mature knowledge base solution that enables customer support system users to be more effective immediately. By using this new KM functionality in DKHelpDesk, support system users can have seamless access to a knowledge base of information that contains a wide variety of knowledge assets from disparate information sources. The KPS KM technology uses a natural language query interface that allows a user to ask questions of the knowledge base using his or her own terms and phrases. A number of relevant options are presented and once a solution is chosen, the 'neural' element of the technology learns to make a stronger connection between question and answer, thereby continuously improving the quality and responsiveness of the KM search and retrieval process. In addition to this OEM technology arrangement, DKSystems will collaborate with KPS and its North American channel partner, STI Knowledge, Inc., who will provide a complementary set of KM solutions to DKSystems customers worldwide, including extended KM product features beyond those to be incorporated in the DKSystems products and KM consulting and training services. STI Knowledge specializes in the delivery of market-leading knowledge center, help desk, and call center business solutions. The STI Knowledge Center(TM) provides Intelligent Customer Support(TM) by combining products, certification and industry best practices for a total business solution that drives revenue, controls costs and increases productivity. John Reid, Vice President and General Manager of DKSystems, highlights the particular value of providing the KPS KM technology solution to DKSystems customers as a tightly integrated part of the DKHelpDesk Product Suite. "Our customers are striving to increase the productivity of their staff through more effective leveraging of the intellectual capital and knowledge assets of the organization. By providing KPS' advanced KM features seamlessly in our products, we will enable help desk users to conduct more efficient searches and retrieval of information and content that can accelerate the delivery of on-point support solutions and result in higher customer satisfaction." DKSystems selected KPS' KM technology over other potential KM solutions to integrate as part of its products, based on the advanced neural learning and natural language search capabilities provided in the KPS KM technology, the ability of the KPS technology to support traditional client/server and web- based application requirements, and KPS' track record in providing KM technology solutions successfully to major US and European organizations. In addition, KPS has demonstrated its long-term commitment to develop and provide leading-edge KM solutions to its customers and partners which will allow for expanded use and deployment of the KM technology to address strategic knowledge management and collaboration requirements. About DKSystems DKSystems develops scalable Help Desk and IT Asset Management, as well as Learning and Competency Management solutions. Since 1987, DKSystems has provided more than 1,500 organizations of all sizes and markets with integrated solutions to quickly increase productivity, enhance revenue streams and deliver a faster return on investment. The DKHelpDesk Product Suite is a robust call center management platform, that includes DKHelpDesk, for core help desk administration; DKInventoryManager, for IT asset and expenditure management DKHelp Online(TM), for web-based end-user and analyst self-service and support; DKWorkflow Assistant(TM), for automation of workflow management activities; and DKWebBuilder(TM), for building custom online support applications and portals. About KPS Knowledge Powered Solutions plc (KPS) develops and markets intelligent software solutions for use in help desk, call center, e-learning and corporate information management environments. KPS' market leading Knowledge Management software solutions include Domain Knowledge(TM) and Universal Knowledge Suite(TM), which provide personnel with the ability to quickly search for and retrieve critical information from a wide variety of information in knowledge bases to resolve customer queries. KPS solutions utilize advanced natural language and neural learning capabilities to provide increasingly relevant responses to a wide range of questions. The software solutions when deployed effectively, offer organizations the ability to significantly enhance customer service levels. Through a reduction in call abandonment rates, marked improvements in first call resolution and the provision of consistent high quality information organizations can attain new levels of efficiency and service. Solutions can be implemented by the KPS professional services team in stand-alone mode or as part of a wider solution by the growing number of KPS integration partners. Major deployments already exist in organizations such as GSK, Kerridge, Thomson NETg and FSA as well as a host of customers implemented through partners. DKSystems(R), DKInventoryManager(R), and the DKSystems logo are registered trademarks of DKSystems, Inc. DKHelpDesk(TM), DKWorkflow Assistant(TM), DKHelp Online(TM) and DKWebBuilder(TM) are trademarks of DKSystems. Domain Knowledge and Universal Knowledge Suite are trademarks of Knowledge Powered Solutions plc. STI Knowledge Center(TM) and Intelligent Customer Support(TM) are trademarks of STI Knowledge, Inc.
Contact:
Jennifer Wilson of DKSystems Incorporated, +1-800-892-5332,
jwilson@dksystems.com , or Roger Haddon of KPS - UK, +011-44-161-227-1100,
roger.haddon@kpsol.com
SOURCE DKSystems Incorporated
Web Site: http://www.dksystems.com
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