We’re excited to release the latest versions of our products to the Japanese contact center market and enable our customers there to achieve higher levels of customer service and support through our solutions
Indianapolis (Vocus) November 17, 2010
Consona Corporation, a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, today announced the general availability of Consona Knowledge Management Version 7.3, and Consona Customer Management Version 7.0 in Japan.
Consona Knowledge Management v7.3 includes a resolution workbench for customer-facing agents, a comprehensive support portal for customer self-help, a knowledge repository designed for rapid capture and easy editing, a market-leading adaptive search and navigation system that provides easy access to all relevant content across the enterprise, and KM analytics, powered by QlikView. 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 is fully integrated with Consona Customer Management and other leading CRM and incident management tools. As a result, regardless of support channel, agents have a single source of knowledge, while managers have the ability to track and measure the effectiveness of the initiative.
Consona Customer Management v7.0, a CRM application rich in service and support functionality, is a 100 percent customer-designed release focused on two business themes: reducing the system’s total cost of ownership for customers and increasing the productivity levels and quality of experience for users.
Highlights of v7.0 include:
- Search and work management improvements with Consona Navigator, a new feature that allows users across sales, marketing and customer service and support functions to easily search, save, and manage any field or combination of fields and act on the set of results.
- Usability improvements, including streamlined navigation, improved forecasting and quoting functionality, and other customer-requested features.
- A new Microsoft SSRS (SQL Server Reporting Services)-based business intelligence integration and data model with prepackaged dashboards and report templates across sales, marketing and customer service and support functions.
- Compatibility with the latest Microsoft standards.
- Support for a cloud-based deployment option.
- Social CRM enhancements, including tagging functionality.
“We’re excited to release the latest versions of our products to the Japanese contact center market and enable our customers there to achieve higher levels of customer service and support through our solutions,” said Tim Hines, vice president of product management for Consona’s CRM solutions.
To learn more about these solutions and Consona Japan, representatives will be in attendance at this year’s Call Center / CRM Demo & Conference, held Nov. 18-19 at the Ikebukuro Sunshine City Convention Center in Tokyo, to demo the products. For more information about the event, please go to http://www.callcenter-japan.com/tokyo/english.php.
About Consona Corporation
Consona Corporation (Consona) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries. Battery Ventures VI LP and Thoma Bravo LLC jointly own Consona. For further information, visit http://www.consona.com, e-mail infoATconsona.com, or call (888) 8 CONSONA.
Direct: +1 (317) 249-1620
Mobile: +1 (317) 829-4210