Consona Officially Releases Knowledge Driven Support, Soon to Be Launched in The Cloud

This month, Consona announced the availability of the first version of Consona Knowledge Driven Support (KDS) at the Technology Services World conference in Las Vegas. The product debuted last October, and draws on technology from the former Onyx CRM and KNOVA KM applications, as well as from the recently-acquired SupportSoft eService suite.

Since its release last year, Knowledge Driven Support has received Verified v4 status with the Consortium for Service Innovation’s Knowledge-Centered Support (KCS); every year the non-profit alliance highlights, or “verifies,” those products that it thinks best reflect their best-practice guidelines. Consona KDS is the only product that has achieved such verification for both knowledge and incident management, and aims to help external service and support organizations achieve best-practice objectives through unifying and measuring every agent on every channel.

Knowledge Driven Support will provide multi-channel support integrated with a single knowledgebase with consistent knowledge, automatic delivery of relevant knowledge based on specifics within the case in question, and analytics tracking use of knowledge in certain situations to ultimately pinpoint the causes of customer demand. In addition the official release of KDS will precede new price points and deployment options—namely a cloud-based SaaS option, adding an economical quality to its functionality.

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