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Consona Products Receive KCS Verification

August 13, 2009

Consona Corporation has announced that its Consona Knowledge Management Version 7.3 and Consona Knowledge Driven Support Version 1.0 product lines have met the Consortium for Service Innovation's Knowledge-Centered Support v4 Verified standards.


Consona therefore joins "the short list of KCS Verified v4 vendors," according to Greg Oxton, executive director of the Consortium for Service Innovation. 

KCS v4 verification includes a new categorization of vendor products, and the requirement that vendors "make their verification questionnaire available to any customer or prospect on request," Oxton explains, adding that Consona, which previously was KCS v3 verified with its Knowledge Management product, "now offers tools for both the knowledge management and incident plus knowledge management categories."

The KCS Verified program bases its methodology on the best practices of various service and support organizations. The Consona Knowledge Management product line integrates with "virtually any CRM or case management" product, company officials say, adding that Consona Knowledge Driven Support "represents the integration between Consona's own case management (formerly Onyx) and knowledge management (formerly KNOVA) functionality."

A non-profit alliance of organizations, the Consortium for Service Innovation developed the KCS in "an effort to capture and structure a support or service interaction and reuse the knowledge gained, resulting in an improved operational efficiency, employee morale and customer satisfaction."

Earlier this month TMC had the news that Consona attained Gold Certified Partner status in the Microsoft Partner program with a competencies in IVS Software Solutions, Networking Infrastructure Solutions, Data Management Solutions, and Business Intelligence. 
 
As a Gold Certified Partner, Consona officials say, they have "demonstrated expertise with Microsoft technologies and a proven ability to meet customers' needs." Microsoft Gold Certified Partners receive a rich set of benefits, including access, training and support, giving them a competitive advantage in the channel.

"We are proud to be recognized by Microsoft in its elite Gold Certified Partner Program. Our work with Microsoft's products and support network has demonstrated the exceptional quality of their market-leading platform and development tools," said Steve Bailey, chief technology officer of Consona Corporation.
 
 

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David Sims is a contributing editor for ContactCenterSolutions. To read more of David’s articles, please visit his columnist page. He also blogs for ContactCenterSolutions here.

Edited by Jessica Kostek

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