A KM resource for wireless customers

Verizon Wireless has chosen to broaden its use of knowledge management software as part of several initiatives to enhance customer service and support.

The wireless voice and data network provider will expand its deployment of KNOVA, a Consona CRM solution. Verizon Wireless first implemented the solution in 2003 to provide customer service via technical support centers and its Web site. It uses KNOVA Contact Center and KNOVA Self-Service software to give customer care agents and online users easy access to information. Now, KNOVA will be rolled out nationally to all Verizon Wireless customer care representatives.

"KNOVA has proven itself as a reliable and effective knowledge management resource within our technical support environment," says Vernon Villasenor, associate director of Verizon Wireless customer service. "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."

Verizon Wireless' implementation of KNOVA will result in faster, more cost-effective service resolution, says Consona CEO Jeff Tognoni in a recent press release.