Consona Knowledge Management Named to KMWorld’s 2009 Trend-Setting Product List

Consona Corporation

Consona Knowledge Management has been named to KMWorld’s 2009 Trend-Setting Product list for the seventh year in a row.

KMWorld’s Trend-Setting Products list is judged by a panel composed of editorial colleagues, analysts, system integrators, vendors themselves (sometimes competitors), line-of-business managers and users. The products selected all demonstrate clearly identifiable technology breakthroughs that serve the vendors’ full spectrum of constituencies, especially their customers. Consona Knowledge Management was a standout among 800 products assessed by KMWorld’s judging panel this year.

“The winning products clearly display outstanding technology that helps the vendors’ customers achieve their goals in knowledge management,” said Hugh McKellar, KMWorld editor-in-chief. “Our standards are raised every year, and Consona’s track record on the list illustrates a clear desire to constantly improve its product according to its customers’ needs and demands.”

“Consona realizes that knowledge is power–especially in the world of customer service and support, where brands are built,” said Tim Hines, vice president of product management for Consona’s CRM products. “Recognition as a KMWorld 2009 Trend-Setting Product is especially thrilling this year, as we’ve made a number of enhancements to the solution, including establishing a deep integration with our case management solution and adding robust analytics powered by Qlikview.” Both initiatives have helped Consona Knowledge Management become Knowledge-Centered Support (KCSsm) Verified v4 by the Consortium for Service Innovation, a program developed to capture and structure a support or service interaction and reuse the knowledge gained, resulting in an improved operational efficiency, employee morale and customer satisfaction. “It’s truly been an exciting year for our knowledge management product, and we look forward to continuing to push for innovation,” Hines added.

Consona Knowledge Management offers 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, and a market-leading adaptive search and navigation system that provides easy access to all relevant content across the enterprise. A “one-stop shop” for knowledge, Consona Knowledge Management’s key benefits include improved agent productivity and increased customer satisfaction, among others.

About KMWorld
KMWorld is the leading information provider serving the Knowledge Management systems market and covers the latest in Content, Document and Knowledge Management, informing more than 50,000 subscribers about the components and processes – and subsequent success stories – that together offer solutions for improving business performance. KMWorld is a publishing unit of Information Today, Inc.

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