Balancing Quality and Innovation: 2010 Consona Connect

I am at the 2010 Consona Connect User Conference at the MGM Grand in Las Vegas, and what a successful event this is! Over 800 attendees across the multiple product lines Consona sells: Axis, Cimnet Systems, Configuration Solutions, Consona CRM Customer Management, Consona CRM Knowledge Management, Consona CRM Live Assistance/Dynamic Agent, DTR, Encomplix, Intuitive, and Made2Manage. I attended this morning’s opening keynote for CRM attendees by Consona CRM General Manager, Tom Millay. Tom gave an overview of the business and talked about product roadmaps.

Interestingly, though 2009 was definitely a wretched year for closing new business, Consona continued to grow. The CRM division has grown from 141 to 249 employees since 2008, with 70 new customer accounts added. And there are some exciting new product features on the horizon, including a new UI, more granular search controls and in-line editing for grids coming in Consona CRM 7.1; new features and improved response time in KM 7.3; prepackaged solution content being added for Dynamic Agent 7.1; integrated knowledge and chat interface in Live Assistance 6.6, etc.

Milay also presented the Summit Awards for excellence among their customer base. The first was the Transformation Award, for a company showing dramatic ROI in a short period of time. The winner was ADP, who consolidated 17 support centers and 17 KB’s  into a single operation. The next awards were for Best Overall Use, for customers that have leveraged multiple Consona products with dramatic effects. Winners were VM Ware, who tripled customer visits to their self-service site; TechSoup Global, a non-profit serving 300,000 non-profits and libraries; and Marriott, with 3,420 properties across 18 brands in 68 countries, who increased call deflection by 10% with self-service knowledge tools.

Later today David Kay of DB Kay & Associates is leading a session on generating revenue within customer service and support, there are multiple deep dives into product futures, and my preso at 2:15 on the top trends impacting service and support today. I’m excited about getting to preview some of my research before I’m back in Vegas next week for our Technology Services World (TSW) Conference!

Thanks for reading, and hope to see all of you next week in Las Vegas for TSW!

Explore posts in the same categories: CRM, knowledge management, Technology

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