Consona Releases Live Assistance v6.6 Solution for Customer Service and Support Agents

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Latest Version Supporting Users Ability to Implement Knowledge-Centered Support&#x2120 (KCS) Best Practices as Part of a Multi-Channel Support Strategy.

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Developing solutions which support the implementation of best practices like KCS demonstrates our commitment to helping our customers ensure a quality experience for their clients.

Consona Corporation (Consona), 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 the Consona Live Assistance Version 6.6 (v6.6) solution. This assisted support solution consists of several agent tools which help provide multi-channel service consistency across web collaboration, e-mail, live chat, and phone support interfaces. In addition, via Consona Live Assistance’s remote diagnostics and repair tools, agents can provide a personalized and differentiated support experience by resolving issues faster based on visibility into advanced diagnostics information about the customer’s PC and environment, as well as the ability to deploy Support Actions (scripted one-click fixes) directly onto the customer’s PC.

New in v6.6 is the Resolve Window, which enables faster resolution times by producing relevant, contextual knowledge immediately to agents. Furthermore, when an agent completes a customer interaction, the Resolve Window presents an opportunity to capture, improve, or reuse the knowledge used to resolve the incident. Integrating these processes allows for Consona Live Assistance to align with the Knowledge Centered Support&#x2120 (KCS) methodology and with Consona’s vision as a KCS Verified v4 solution suite.

“Developing solutions which support the implementation of best practices like KCS demonstrates our commitment to helping our customers ensure a quality experience for their clients,” said Tim Hines, vice president of product management for Consona’s CRM solutions. “The enhancements made in this version focus on empowering agents during web collaboration and chat sessions to not only deliver quality support, but to utilize, capture and reuse the knowledge gained throughout these transactions.”

Many other enhancements are included in the v6.6 release such as an improved Analyst Monitor, which expands the ability of supervisors to observe service level agreements (SLAs), as well as additional platform support for 64-Bit Compatibility (Windows Vista and Windows 7), SQL 2008 and Firefox. All improvements featured in v6.6 are based on the feedback gathered from existing Consona Live Assistance customers.

For more information, please contact your Consona representative or visit: http://crm.consona.com/software/products/live-assistance.aspx

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.

Contact:    
Mitch Briggs    
Consona Corporation
Direct: +1 (317) 249-1620
Mobile: +1 (317) 829-4210

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Mitch Briggs
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