Contact Center Solutions Featured Article

Consona Announces CRM Deal with CQUniversity

December 08, 2009

Consona (News - Alert), a customer relationship management (CRM) and enterprise resource planning (ERP) software vendor, has announced that CQUniversity has deployed Consona CRM.

CQUniversity, an Australian public university based in Queensland, selected Consona CRM in an effort to "centralize and enhance customer service, and reduce operating costs amid funding cuts,"Consona officials say. The university has 22,000 students.

Before deploying Consona CRM, CQUniversity had 11 separate groups providing customer service.

The university standardized on Consona CRM after funding cuts forced a closer look at operating expenditure: "Rather than scale back on programs and services, the university determined it must cut extraneous costs wherever possible, while also searching for new sources of revenue," Consona officials say.

Most knowledge management tools are sold as modules, Consona officials noted at the time, saying "we built our product around that concept that knowledge shouldn't happen in isolation, or be an afterthought."

CQUniversity is also managing its knowledge base with Consona CRM -- "no small feat, given the system logged 26,000 student cases within the first six months of operation," company officials remark.

Bill Gonch, manager, Web and Academic Systems Group, CQUniversity, says the knowledge base "contributes greatly to our success in case management," adding that there is "a leasing synergy at work through the integration of these two solutions. Each part of our efforts enhances the effectiveness of the other.”

CQUniversity Australia is based in Rockhampton, Queensland and operates throughout the Asia-Pacific. Its students come from over 100 countries. Selling mostly distance education, CQUniversity has campuses in Rockhampton, Bundaberg, Gladstone, Mackay (News - Alert) and Emerald plus a delivery site on the Sunshine Coast. The University also operates international campuses in Sydney, Brisbane, Melbourne, and the Gold Coast.

About a month and half ago TMC (News - Alert) reported that Consona announced the general availability of Consona Knowledge Management Version 7.3.
 

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

Edited by Patrick Barnard

Article comments powered by Disqus

Related Contact Center Solutions Articles

Computer Instruments Unveils 2.0 of Screen Pop Premium

Software manufacturer Computer Instruments Inc, CI, unveiled its latest version, Release 2.0 of Screen Pop Premium (SPP), a productivity tool that will improve and enhance organization and save their valuable time. [ Read More ]
07/23/2014

BenchmarkPortal Awards Center of Excellence Certification to Brother International

The Brother International customer contact center has recently earned Center of Excellence certification from BenchmarkPortal, a contact center research and consulting organization. [ Read More ]
07/23/2014

Aragon Research Names Altocloud a Hot Vendor

Altocloud, a software company, recently announced that Aragon Research, a technology-focused research and advisory firm, has named the company a Hot Vendor in Sales Enablement, in its new report: Hot Vendors in Sales Enablement, 2014. [ Read More ]
07/23/2014

Presence Technology Partners with Interactive Connect

Presence Technology, a provider of Multi-Channel Contact Center solutions that enable Contact Centers to optimize resources and improve communication process efficiencies, and Interactive Connect, LLC, a voice and data managed services and solutions provider, have announced new partnership. [ Read More ]
07/22/2014
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!