While the Consona name is fairly new, their comprehensive suite of knowledge-centered solutions is not new at all. They have been in business delivering KM, CRM, chat and proactive support solutions for many years—just under different names: KNOVA (once ServiceWare and Kanisa), SupportSoft, and Onyx Software.

Each of these companies has a long history of providing some of the world’s leading brands with world-class software and services. Whether it’s automating sales processes, tracking marketing campaigns, managing support cases, or offering an online, proactive self-service experience, it’s always been about your customers.

With a comprehensive set of solutions spanning self-service, customer management, chat, communities and proactive, just-in-time marketing and support, Consona’s KCS Verified tools are the choice for integrated, multi-channel customer service. The only CRM vendor focused entirely on service and support, Consona helps the Global 2000 control costs while providing a superior customer experience.

Whatever your industry or initiative, Consona solutions help you meet your customer service goals. We have compiled our tools into packages that address common objectives.

Knowledge Management—Delivers a resolution workbench for customer-facing agents, a comprehensive support portal for customer self-service, a knowledge repository designed for rapid capture and easy editing, and a market-leading adaptive search and navigation system that provides easy access to all relevant content across the enterprise. By building both agent- and customer-facing functionality on a common platform, Consona Knowledge Management breaks through knowledge silos to deliver one-stop shopping for all knowledge users.

Consona Knowledge Management integrates with Consona Case Management and other leading case tracking tools. This means that agents have a single screen for resolving customer issues, and customers have a single support portal for getting the help they need, either through from knowledge or through the assisted channel.

Knowledge Driven Support—Inspired by KCS best practices from the Consortium for Service Innovation, Consona helps you save time and money with self-service, incident management and knowledge-empowered agent workflows to capture, reuse, and improve knowledge with every customer contact.

Live Assistance—Provides multi-channel consistency across web, email, live chat, and phone interfaces to resolve common end-user problems.

Subscriber Assistance—Provides a complete activation, verification and automated support suite that will meet the demands of a challenging multi-play environment.

Dynamic Agent—Puts your website directly on the desktop, creating a new and direct distribution channel that makes it simple for you to deliver enhanced services and increase average revenue per user, without spending a lot of time or money.

Enterprise CRM—The majority of enterprise CRM systems focus on the internal processes leading to the acquisition of new customers—with retention as an afterthought. But prospects and customers view their relationship with your organization in terms of service, not sales or marketing.

With the Consona suite of products you can:

• Manage the customer and prospect lifecycle from marketing to sales to service and support.
• Track cases with integrated knowledge resolution.
• Capture, manage and author knowledge from any source.
• Provide adaptive, personalized self-service.
• Make your support center a revenue generator through cross- and up-selling.
• Configure and automate multiple and complex business processes within any role and across teams.
• Drive personalized proactive customer dialogue and campaigns.
• Manage multifaceted customer relationships and roles across any and every record in your database.

Consona applications are built with companies like yours in mind, with a fully-integrated suite of customer service and solutions. Whether you choose a pre-defined and bundled solution to accommodate vertical (industry) or horizontal (methodology, business function) needs, or focus on single product line, Consona solutions will help you focus on those areas of your business with the greatest need.

Follow this link to access the Consona press release library.