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.

Article comments powered by Disqus

Related Contact Center Solutions Articles

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014

Survey: Deloitte Optimistic for Increased US Holiday Spending

Professional services firm Deloitte, which completes financial advisory surveys, has released the annual holiday shopping survey for nearly three decades. This year's survey, the 29th annual, shows that U.S. shoppers are optimistic entering the season for giving, which also happens to be the season for shopping. [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!