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Consona
(Contact)
450 East 96th Street, Suite 300,
Indianapolis, IN 46240 USA
Phone: (888) 8 CONSONA (or 888-826-6766) / +1 (317) 249-1700
    
Consona facilitates service interactions across self-help, assisted, and traditional channels and communities for the Global 2000.
| | Did You Know? The Consona CRM suite is built around acquistions of these best of breed technolgies: KNOVA (once ServiceWare & Kanisa), Onyx and SupportSoft. |
Consona is cool because they put knowledge at the center of every service and support interaction., and with new cloud hosting options, they've lowered the barriers to entry with a secure, flexible offering.
By making knowledge readily available through every channel – including agent-assisted, self-service, and peer support interactions – they help deflect calls and improve first call resolution rates. Consona is focused entirely on improving the customer experience with a comprehensive, integrated suite and best of breed point solutions.
Case Studies
Canon Customers Get World Class Support
Challenge: Canon’s contact center faced hundreds of thousands of service and support requests every month. Knowledge was scattered across disparate systems and online self-service was cumbersome to use. A constantly growing line of high tech products meant the support challenge was getting bigger.
Solution: Canon implemented Consona's knowledge management solutions with best practices to improve every aspect of service and support.
The Result: Canon raised customer satisfaction scores increasing resolution rates while decreasing escalation rates. More calls are now deflected to web self-service. They were able to reduce training days for new hires and increased issue resolution rates.
More Consona in Action: CNH | ParTech | Qlogic
Consona Solutions
Make the Best of Best Practices
Inspired by KCS best practices from the Consortium for Service Innovation, Consona knowledge management solutions save time and money with self-service, incident management and knowledge-empowered agent workflows to capture, reuse, and improve knowledge.
The Only KCS Verified v4 Whole Solution: Knowledge management and case management functionality are combined into a single agent workbench—not scattered across multiple tabs or screens so agents resolve issues faster. Analytics leverage links between cases and knowledge, unlocking the voice of the customer.
Learn more about Knowledge Driven Support.
Why Consona
What Sets Consona Apart?
Knowledge at the Center: Consona applications cover the most important areas of customer service and support, including chat, crm, self-service, and remote assistance. Consona places knowledge at the center of every interaction to improve the customer experience.
The Synergy of CRM, KM and More: Regardless of your current CRM solution, Consona's knowledge management, chat and remote service solutions integrate to add knowledge driven support to your existing technologies.
Advanced Analytics: Consona provides advanced tools to measure cases and knowledge together across channels, so you can answer business questions, not just report on activities.
Consona in the News
(full list of Consona news)
For more information, visit consona.com.
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