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

Putting the 'I' in IVR with Virtual Assistants

There are countless reasons for calling customer service centers. Too often, the result is a virtual interaction that multiplies the negative experience with the brand and gives IVR a bad name. [ Read More ]
10/22/2014

jobs4america Records 16,080 Net New US Contact Center Jobs Created in Q3

jobs4america is a coalition of forward-looking business leaders committed to creating jobs in America. [ Read More ]
10/21/2014

Dialogic IMG 2020 Now Avaya Compliant

Dialogic Inc., a Network Fuel company, recently announced that its IMG 2020 Integrated Media Gateway is now Avaya compliant. The solution is now compatible with Avaya Aura Experience Portal 7.0, Avaya Aura Communication Manager6.3 and Avaya Aura Session Manager 6.3 as an integrated media gateway. [ Read More ]
10/21/2014

Sitel to Create 300 New Jobs

Sitel, a global customer care provider, recently announced its plans to strengthen the staff at its customer care call center in Hamilton, Alabama. The company will hire 300 professionals to offer inbound customer support for its new client. [ Read More ]
10/21/2014
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!