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Consona Announces Availability of Consona Live Assistance Version 6.6 Solution

October 13, 2010

Consona, a dealer in providing customer relationship management “CRM” and enterprise resource planning “ERP” software and services, has claimed that they have released the version 6.6 of the Consona Live Assistance solution.


The company has claimed that the collection of powerful tools included in Consona’s Live Assistance solution, such as web collaboration, e-mail, live chat, and phone support interfaces provide support technicians with multi-channel consistency across all assisted service channels to resolve common end-user problems.

New in v6.6 is the Resolve Window, which enables faster resolution times by producing relevant, contextual knowledge immediately to agents. Other enhancements included in the new version are: Analyst Monitor, which expands the ability of supervisors to observe service level agreements “SLAs”, as well as additional platform support for 64-Bit Compatibility (Windows Vista and Windows 7), SQL 2008 and Firefox.

Consona added that the new functionalities that were integrated into the new version are based on feedback gathered from existing Consona Live Assistance customers. The version also allows agents to align with Consona Live Assistance to align with the Knowledge Centered Support “KCS” methodology and with Consona’s vision as a KCS Verified v4 solution suite. Consona Live Assistance is built to allow for deep integration with Consona’s—but also any other vendor’s—case management and knowledge management solutions.

Tim Hines, vice president of product management for Consona’s CRM solutions has commented that developing solutions which support the implementation of best practices like KCS demonstrates their commitment to helping customers ensure a quality experience for their clients. The enhancements made in this version focus on empowering agents during web collaboration and chat sessions to not only deliver quality support, but to utilize, capture and reuse the knowledge gained throughout these transactions.


Nathesh is a contributing editor for ContactCenterSolutions. To read more of Nathesh's articles, please visit his columnist page.

Edited by Stefanie Mosca



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