Consona CRM Point Solutions
Sometimes you simply need a strong point solution to solve a particular need, or maybe you are happy with a current system but looking to expand with best-of-breed technology. When that’s the case, look to these solutions from Consona CRM to fill your service and support needs.
Knowledge Management – By building both agent and customer-facing functionality on a common platform, Consona Knowledge Management breaks through knowledge silos to deliver one-stop shopping for all knowledge users. Find out why this award winning KM solution is the most comprehensive suite available.
Knowledge Central – Effective problem resolution requires organizations to effectively capture, share, and maintain the knowledge gathered with each customer interaction. Knowledge management ensures problems are solved only once—resolutions are shared with all agents, everywhere, eliminating wasteful rework.
Self-Service – Many products promise self-service, but in many cases they only offer a simple FAQ database with rudimentary search. For most products, customers need far more than a simple list of questions and answers in a standalone repository. Consona enables a single portal that guides them intelligently to the tools and content they need, wherever the answers reside.
Customer Management – A single, unified application with a customer-centric design that coordinates all data, processes and interactions—from marketing, sales and service—all around the customer. The result is consistent communication and collaboration across the enterprise through easy-to-use interfaces and clearly defined CRM processes that genuinely reflect your unique way of doing business.
Subscriber Assistance – Provides a complete activation, verification and automated support suite that will meet the demands of a challenging multi-play environment.
Dynamic Agent – Consona’s Dynamic Agent becomes a powerful support channel that makes it simple for you to bring enhanced support, maintenance and self-service tools directly to your end user. This intuitive interface is always on and ready to assist with the click of an icon. It’s so smart, available and user-friendly that users will prefer it to calling your help desk.
Download Manager – Helps you deliver large-file downloads and applications quickly and reliably to users anywhere in the world, in real time or through our BITS-enabled and SSL-capable publishing system.
Support Manager – Smoothes the path to resolution with proprietary technologies that fix problems automatically when they occur. When it can’t fix the problem automatically, it routes service and support requests to the appropriate channels.
Performance Manager – The Consona Performance Manager is a snap-in to Consona Dynamic Agent and allows you to offer your end users the ability to optimize their PC for performance and security, and as a result, help reduce the support costs and management related to general PC maintenance and compliance. It is a do-it-yourself tool that automates routine computer maintenance to ensure your customers’ PCs continually function just like new.
Live Assistance – Provides service desks with multi-channel consistency across web, email, live chat, and phone interfaces to resolve common end-user problems. With three integrated technology components — online multisession chat for high-volume service desks, robust remote diagnostic tools and remote control with firewall traversal — your customers can interact seamlessly with your service desks.
Case Management – With traditional tools, configuring the right policies and workflows for all customer support channels becomes a never-ending chore of ever-increasing complexity. Consona Case Management helps organizations deploy sophisticated customer interaction strategies across all channels, while streamlining processes for the agent working with the customer.
Consona CRM Foundation – Consona CRM Foundation delivers a 360 degree view of customer information coupled with the supporting data and process automation to support various front office applications including sales and support processes. Residing on a single platform and database architecture, the Consona CRM Foundation offers core capabilities across Sales, Marketing, Service and Support for medium to large enterprises.
|