Most knowledge management solutions out there are sold as ‘modules,’ and we’ve built our product around that concept that knowledge shouldn’t happen in isolation, or be an afterthought
Las Vegas, NV (Vocus) October 20, 2009
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 at Technology Services World conference in Las Vegas the general availability of Consona Knowledge Management Version 7.3, a KCS Verified v4 solution featuring ground-breaking analytics powered by QlikView business intelligence software from QlikTech.
Consona Knowledge Management v7.3 solves two core business problems that have been plaguing customer service and support professionals since knowledge management entered the market.
In the past, web transaction logs, especially from busy self-service sites, have made it virtually impossible to look at knowledge trends. “Knowledge management initiatives are long-term programs—you may achieve a fast return on investment, but they also grow, evolve, and even decline—relatively slowly,” said Tim Hines, vice president of product management for Consona’s CRM products. “Fortunately, QlikView has emerged to make long-term analytics a practical reality, even for the highest-volume customer support sites. Although our new analytics capabilities use complex features like in-memory associative analysis, highly efficient data models, and advanced filtering algorithms that are completely configurable to business needs, the result is simplicity itself: unprecedented visibility into data that gives program managers the ability to see the long-term trends with the ability to instantly change their view in real time when they are ready to ask new questions or look at the data a different way.”
In addition to offering flexible analysis over long time periods, Consona Knowledge Management v7.3 is the first KM analytics tool with the ability to analyze support cases and knowledge together. Unlike conventional knowledgebase systems, which are limited in their analytical capabilities (e.g., they can only count how many articles have been authored, or how often a particular article has been opened or viewed), v7.3 combines customer self-service behavioral data, traditional knowledge management, and leverages case tracking to answer the more pressing, actionable questions, such as:
- Who is creating value in the knowledgebase?
- What’s the highest value product improvement we can take?
- And most importantly, how can we tune our customer experience to better resolve our problems?
“Most knowledge management solutions out there are sold as ‘modules,’ and we’ve built our product around that concept that knowledge shouldn’t happen in isolation, or be an afterthought,” said Hines. “It should be built to directly help agents solve cases, as well as be reported on in the context of both assisted and unassisted (self) service. The real truth about a company’s service levels will never be realized by counting article hits—which basically tells you nothing about the value of that article.”
KCS Verified v4 by the Consortium for Service Innovation, Consona Knowledge Management v7.3 features 12 role-focused dashboards that help frame knowledge use for different areas of the business, from service and support management to product management. Reports look at author/contributor productivity, knowledge effectiveness, search results effectiveness, knowledge workflow status, self-service efficiency and more. In addition to these preconfigured dashboards, Consona analytics flex and scale to allow customized, unique reports that fit the needs of the customer using the tools—without the need for deep customizations to the BI infrastructure.
QlikTech is the world’s fastest-growing Business Intelligence (BI) company. Its flagship QlikView product delivers instant business answers, enabling users to easily explore their data without limits. Unlike traditional BI, QlikView delivers immediate value with payback measured in days or weeks rather than months, years, or not at all. It is the only BI offering that can be deployed on premise, in the cloud, or on a laptop or mobile device—from a single user to the largest global enterprise.
Through QlikView’s disruptive, in-memory associative approach, business users have experienced unprecedented success and satisfaction, backed by its unique 30-day money-back guarantee. QlikTech has more than 12,000 customers in 95 countries and over 800 partners worldwide. For more information, please visit http://www.qlikview.com.
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.