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Consona CRM and QlikView Join Up To Create Knowledge Management Analytics
Tuesday 04. November 2008 - Consona Corporation Signs OEM Agreement With QlikTech To Deliver Patented Multi-Dimensional Data Analysis to Knowledge Management Users
Consona Corporation (Consona), a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, today announced at its annual user conference, Consona Connect 2008, that it has expanded its OEM agreement with QlikTech, the worlds fastest-growing business intelligence (BI) software vendor, to extend QlikTechs award-winning business analysis solution, QlikView, to Consona CRMs knowledge management (KM) customer base. QlikTech is already a Consona technology partner, with the QlikView solution also serving several of the companys ERP software solutions
“Finding a solution sophisticated and intelligent enough to match Consona Knowledge Managements (formerly KNOVAs) patented technology and complex analysis situations has long been a challengewell before KNOVA joined the Consona family of products,” said Tim Hines, vice president of product management for Consona CRM. “QlikViews ease-of-use and scalability can be applied to our knowledge management solution to deliver powerful, visual and intuitive business analysis, and were thrilled to be offering a product of this caliber to our customers.”
The new Knowledge Management Analytics solution, powered by QlikView, will be previewed to the Consona CRM customer base in several breakout sessions at the companys annual user conference at the MGM Grand in Las Vegas. “Our knowledge management customers will be thrilled with this new addition to our solution offering,” said Tom Millay, general manager of Consona CRM. “Now, more than ever before, Consona offers the richest set of KM analytics available from any vendor serving the contact center, service center, and help desk markets.”
Slated for general availability in early 2009, Knowledge Management Analytics will revolutionize the way Consona Knowledge Management users will be able to measure and track their service and support information, translating to a more complete and enhanced customer experience. The integration of QlikViews patented associative analysis using in-memory technology will help Consona customers process large volumes of data in unlimited dimensions and measures in an easy-to-view format that can be modified in seconds. According to Hines, not only will users have access to the right information to make timely and important decisions, but they also will enjoy the benefits of a fast implementation and little to no training.
According to Hines, now that the agreement is completed, Consona will immediately begin integrating QlikView to produce several key reports that out-rival todays knowledge management analytic solutions. “Our goal is to provide visual analytics related to our customers key performance indicators, including customer experience effectiveness, agent productivity, agent utilization and optimization, and knowledge effectiveness,” he said. “We want Knowledge Management Analytics to go beyond the standard measures of success and provide support managers with unprecedented intelligence on their operations, as well as every single unique customer experience.”
“Were thrilled to be expanding our partnership with Consona,” said Peter McQuade, vice president of alliancesfor QlikTech. “Our QlikView product is a perfect match with Consonas Knowledge Management portfolio and will significantly enhance the value of the solution for users.”