Consona Case Management:
Optimizing the Customer Experience Across All Channels

Complex Businesses Need to Simplify Service and Support Operations
Customer service and support is getting more and more complicated.  Customers may choose to make contact by phone, e-mail, web, chat, and an increasing array of other channels.  To drive efficiency and satisfaction, customer contacts are prioritized, routed, and tracked based on customer segment, entitlement, service level, support level, severity, product, the nature of the request, and more.  With traditional tools, configuring the right policies and workflows for all customer support channels becomes a never-ending chore of ever-increasing complexity. 

Given the combinatorial explosion of parameters and options, it’s the rare contact center that can deliver a consistently satisfying customer experiences.  Perhaps that’s why Forrester Research estimates that enterprises will spend $11B on customer relationship management software in 2010—and yet, the American Customer Satisfaction Index has made only a modest two percentage point increase in the past decade, during which time customer satisfaction with several major industries actually fell.  Even in very complex businesses, service and support tools must make it easier for organizations to remove complexity from the customer experience.

Empowering Agents for a Better Customer Experience
Consona Case Management helps organizations deploy sophisticated customer interaction strategies across all channels, while streamlining processes for the agent working with the customer.  Based on products, skill sets, agent availability, service level agreements (SLAs) and more, Consona Case Management makes the service team more effective by creating a guided experience that resolves issues quickly and easily. 

Straightforward configuration tools allow you to quickly create, manage, and update workflows for all service and support situations.  With the ability to manage multiple relationships, issues, and products, Consona Case Management can make challenging resolution processes simple and consistent every time.  When situations change, processes are easy to manage and update from a single screen.

Turning complexity for simplicity is good news for agents and budgets, but it’s also good for customers.  Whether customers call, e-mail, or chat, they are assisted by agents who have all the information they need to deliver a great customer experience.  They’re also kept up-to-date with automated e-mail notifications; agent notifications ensure that all contacts are handled promptly.

A Comprehensive Case Management Solution
Consona Case Management provides all the functionality needed to manage service and support operations.  A native knowledgebase allows agents to share knowledge and customers to self-serve; for more complex applications, Consona’s best of breed Knowledge Management solution integrates out-of-the-box.  Consona also works with leading Computer Telephony Integration (CTI) vendors to provide screen pops with data on incoming calls.  Process Scripting and the Business Rule Engine (BRE) make it easy to implement and update customer interactions and policies through configuration, without changing code.

Key Features

Cross-channel customer experience tuning

Provides a simple way to script and tune customer experiences based on their needs and priority. A single tool lets users specify a consistent experience across channels.

Business rules engine

Allows precise control of contact center operations without the need to change or write code. Clean three-tier implementation separates business logic from the database and user interface for easy maintenance.

Integrated defect and enhancement request tracking

Provides a single source of truth for all customer needs and cross-functional interactions. Ties customer issues to their root causes.

Business intelligence and analytics

Prebuilt dashboards allow executive and fine-grain operational control of contact center operations. Optional data quality module standardizes and validates customer contact data.

Deep integration with contact center tools

CTI Toolbar provides screen pops with customer data to inform and guide agents. Consona Knowledge Management provides knowledge sharing among agents and directly to customers, increasing resolution effectiveness. Integration with e-mail, chat, and phone systems allows Contact Management to oversee customer interactions across all touchpoints.