Contact Center Solutions Featured Article

Consona's KNOVA CRM Solution Chosen By Yale University

January 03, 2008

Consona (News - Alert) Corporation announced today that its KNOVA CRM solution was chosen by Yale University. Yale will implement the KNOVA knowledge management solution as part of an overall effort to more efficiently manage IT and related administrative functions across the university.
 
Yale plans to complete an integration between the KNOVA solution and an IT Infrastructure Library (ITIL)-compliant service management tool set this fiscal year.
 
Consona, the former M2M Holdings, acquired KNOVA in late 2006, closing on the transaction in spring of 2007. Consona also purchased the former Onyx Software (News - Alert) Corporation in 2006.
 
"The KNOVA knowledge management solution supports ITIL best-practices, particularly in the areas of incident and problem management," said Tim Hines, vice president of product management for Consona CRM. "While ITIL provides an excellent framework, it does not provide the tools needed to meet of all of its goals. Yale's best-of-breed knowledge management solution will help build and accelerate their ITIL initiatives, laying the foundation for consistent and highly effective IT service management."
 
As the initial implementation progresses, other non-IT, administrative departments are consulting with the university's IT department regarding the use of KNOVA tools in a variety of knowledge management applications.
 
"We're thrilled to have Yale join the Consona CRM family of customers, and we're looking forward to supporting the university's needs now and in the future," said Pete Strom, general manager of Consona CRM. "I'm confident KNOVA's best-in-class technology will help Yale's IT staff achieve faster, more cost-effective service resolution, which will ultimately result in happier help desk users across the campus."
 
For more information, visit www.knova.com or www.consona.com.
 

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users. Today’s featured white paper is The Challenge of Maximizing Service Availability and Security.

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