WHO WE ARE

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.

 

WHAT WE DO

Consona provides some of the world's leading brands with world-class software and services. Whether it's deflecting calls to the web, automating sales processes, tracking marketing campaigns, managing support cases, or offering an online, proactive self-service experience, it's always about your number one priority: your customers.

With a comprehensive set of solutions spanning self-service, customer management, chat, communities and proactive, just-in-time marketing and support, Consona's KCS Verified tools are the choice for integrated, multi-channel customer service. The only CRM vendor focused entirely on service and support, Consona helps the Global 2000 control costs while providing a superior customer experience.

 

CUSTOMERS

Over 1,500 customers worldwide including: Central Queensland University, ASB Bank, Australian Central Credit Union, AOL, AT&T, St. Jude Medical, Ford, The Seattle Mariners, Newell Rubbermaid, University of Iowa, NASA, U.S Navy, Canon, Novell, QLogic, Fifth Third Bancorp, H&R Block, Prudential, U.S. Cellular, United Healthcare, Verizon Wireless, Marriott, Bharti Airtel, Wipro, ADP, VMWare, TalkTalk, O2 and more.

 

KEY INDUSTRIES

High Tech Product Support, Telecommunications and Digital Service Providers, Financial Services, Managed Service Providers/IT Service Desk

 

SOLUTIONS

• The end-to-end Consona Support Automation Solution, with Proactive Service to manage problems as they occur, Self-Service to empower users to support themselves and Assisted Service to streamline service desk operations, Consona enables enterprises to have costs under control and achieve Non-Linearity.

• With a multi-level Shift-Left based approach, Consona Solutions guide users to the most efficient support channel for their problem. This typically means more automated support, more self-service and less service desk interaction. In addition, our advanced analyst tools ensure that even the most complex issues can be remotely handled quickly and cost-effectively.

• The Consona Dynamic Agent is a powerful self-healing and offline self-service support channel that makes it simple to bring enhanced customer support and relevant information directly to a user's desktop. This intuitive interface is always on and ready to assist with the click of an icon.

• The market's first and most tightly integrated KCSsm Verified v4 Whole Solution for enterprise class incident and knowledge management (KM), Consona Knowledge Driven Support offers service and support operations the ability to manage cases while using knowledge to resolve customer issues.

• The Consona Customer Management solution (formerly Onyx) is made up of several products, including case/incident management, opportunity management, and marketing campaign management.

• The Consona Knowledge Management solution (formerly KNOVA) is a knowledge management (KM) software solution featuring assisted service, customer self service, and customer forum applications.

• Consona Live Assistance (formerly SupportSoft) provides multi-channel consistency across web, email, live chat, and phone interfaces to resolve common end-user problems using three integrated technology components - online multisession chat for high-volume service desks, robust remote diagnostic tools and remote control with firewall traversal.

 

LICENSING OPTIONS

Consona offers three software licensing pricing options, including perpetual, subscription, and consumption. Perpetual licensing lets you pay for everything up front, subscription allows you to rent it monthly, and consumption based pricing lets you pay based on usage and/or value that you receive.

 

DEPLOYMENT OPTIONS

Consona offers two deployment options: on-premise and cloud based

 

CONTACT US

Consona Corporation · 77 Pacific Highway North Sydney · New South Wales 2060 Australia

+61 (02) 9409-4300 · info-au-nz@consona.com · www.consona.com/crm