Consona Knowledge Driven Support:
Achieve best practices by unifying, guiding and measuring every agent on every channel

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Meant for Each Other: The Industry’s First Coupling of Case Tracking and Patented, Self-Learning KM
Most service and support organizations understand the need for case management: it’s important to track customer issues until they’re resolved and to understand the overall caseload being served. They also understand the value of the knowledgebase—solve problems once, reuse answers many times, and share resolutions with customers so they can self-solve issues, too.  What’s less well understood is the importance of tightly integrating these two capabilities.

If case management isn’t tightly integrated with knowledge, barriers get in the way of agents’ doing the right things.  For example, agents may find that they retype information in case notes and knowledgebase articles, or they cut and paste from screen to screen.  Because there’s no in-process authoring of content, they find it takes more after-call wrap-up time to create knowledge—time that’s often not available in a busy contact center. Agents may not search the knowledgebase while they’re talking with customers, because the process is too cumbersome.  And if it’s too much effort, they won’t keep track of knowledge reuse in their cases, even though tracking reuse provides unmatched insights into the customer experience.

Key Benefits KCS Verified v4 Multi-channel Consistent knowledge Personal delivery Smart processes Analyze EVERYTHING

Add in other channels of support, such as chat and proactive desktop support, the challenge becomes even more difficult – in the past even impossible.

The First and Only KCS^sm Verified v4 Whole Solution
Knowledge-Centered Support (KCS) is a best practice developed by the members of the Consortium for Service Innovation.  One of its central tenets is, “knowledge isn’t something that you do in addition to solving problems—it becomes the way you solve problems.” Because KCS practices integrate knowledge capture, reuse, and improvement directly into case management and support processes, KM operations become seamless and efficient.

The Consona Knowledge Driven Support solution is inspired by KCS, meaning that knowledge management (KM) and case management functionality are combined into a single agent workbench—not scattered across multiple tabs or screens.  Whether or not a contact or support center adopts KCS, agents will still resolve issues faster with knowledge from all relevant sources at their fingertips.  Analytics will leverage the linkages between cases and knowledge to understand the primary contact drivers, unlocking the voice of the customer.  And self-service will deliver knowledge created in the customer’s context—captured, in fact, immediately in the moment of resolution.

Complete Functionality in a Single Integrated Software Solution
Consona Knowledge Driven Support includes:

• Consona Case Management, a case tracking and incident management solution with support for scripting and business rules that optimize the cross-channel customer experience.
• Consona Knowledge Central, an integrated resolution workbench that provides agents with the tools and knowledge they need to quickly resolve issues while sharing what they learn with their colleagues and customers.
• Consona Self-Service, a comprehensive support portal that guides customers to the knowledge they need from any repository, creating a service and support experience that customers prefer to use.
• Consona Chat, a chat-based electronic service channel that can increase both call center capacity and user satisfaction by utilizing both inbound and proactive outbound, online chat capabilities.
• Consona Diagnose and Repair, the ability to provide real-time diagnostics data, utilities, and solutions to help analysts rapidly diagnose and resolve problems.
• Consona Remote Control, a feature-rich remote tool that supports both indirect and direct connections to remote computers-eliminating the need for expensive and time-consuming on-site visits.
• Customer Service and Support Solution Templates that include Resolution Flows, user interface elements, and business rules designed to jump-start implementation for service and support.

Consona Knowledge Driven Support — Key Features
	Cross-channel case management Single, holistic view of the customer from any channel of service and support: web self-service, phone, chat, email, remote diagnostics and control, proactive desktop support. Integrates easily with telephony systems, legacy systems, and other customer communication channels. Integrated resolution workbench Streamlines the agent experience by providing a single launch pad for all needed tools and information. Automatically delivers relevant knowledge based on the specifics of each case or incident. Captures case notes and knowledge contributions in a unified workflow—no duplicate entry and every interaction is audited, including chat and remote tools. Comprehensive self-service portal Easily configured with knowledge pagelets and microsites that deliver a personalized experience to customers based on their products, preferences, or customer segments. Integrated with Consona Case Management to create a seamless, cross-channel experience. Real-time chat with remote diagnostics Consona Chat is designed for high volume call centers – agents can manage up to 4 concurrent sessions with automatic reconnect. Empower agents with remote diagnostics and repair tools to reduce handle time and increase first call resolution. Analytics for insight and action Integrated web and contact-center analytics provide Voice-of-the-Customer reporting. Specialized dashboards help leaders assess and improve individual and team performance. Reports quantify the ROI for KM. Support for industry best practices KCSsm Verified v4 to enable Knowledge-Centered Support—the first commercial product designed specifically for KCS. Supports ITIL incident management, problem management, and service management processes.