Consona Rebrands SupportSoft's Products

By Brendan B. Read

Senior Contributing Editor

 

Consona (News - Alert) has rebranded SupportSoft’s products following close of its acquisition of the firm’s enterprise software-related assets Tuesday June 23. The deal, reported earlier this year on TMCnet, is an all-cash transaction valued at approximately $20 million.

 

SupportSoft’s product offerings, which are specifically under the management of the Consona CRM division headed by General Manager Tom Millay, are organized and are included into three major solutions for ongoing availability to the market:

 

*      Consona Live Assistance: Consona Chat, Consona Remote Diagnostics & Repair, Consona Remote Control, and Consona Resolve

*      Consona Subscriber Assistance: Consona Subscriber Activation, Consona Service Verification, and Consona Service Gateway (News - Alert)

*          Consona Dynamic Agent: Consona Dynamic Agent Marketing, Support, and Enterprise Editions

 

According to Millay, the immediate rebranding reinforces Consona’s unique strategy of bringing integrated service- and support-centric CRM solutions to market. Consona may augment its existing bundled solutions: Consona Knowledge Driven Support, Knowledge Management, Enterprise CRM, and OneServe Citizen Management with SupportSoft products to meet specific industry and business requirements.

 

“Today’s acquisition is a huge win in terms of expanding the functionality of all our acquired product franchises and creates a tremendous amount of value for our customers,” says Millay. “We’re building a complete offering for a specific set of vertical industries with highly similar service and support requirements. Collectively, our integrated point solution mix will help these organizations facilitate effective and efficient service and support interactions across proactive, assisted and self-help channels and communities.”

 

Millay adds that functionality breadth and depth—in addition to broadened worldwide sales and services presence; expanded industry, product and process expertise; and cross-selling opportunities across an expanded customer base—were key drivers of the acquisition.

 

“We’re thrilled to have the employees, customers and products of the SupportSoft enterprise group join our organization,” he says. “The immediate fit and combined strength of the two organizations will make it tremendously easy to begin working on integrating best practices and profitably growing the business.”

 

Tim Hines, vice president of product management for Consona CRM, adds that his vision for the Consona CRM suite is twofold. One: to incrementally improve and continue to sell the products our customers own, based on their feedback and direction. Two: to build the most functional, well-integrated suite of service- and support-centric tools available.

 

“By listening to our customers, we will move toward our vision of helping enterprises retain and build loyalty among some of the most empowered and active customers in the history of commerce,” says Hines. “This objective means helping our customers address the traditional pressures of keeping costs down and margins up, but also helping them tackle new initiatives, such as differentiating their brands via service or driving incremental revenue out of the service organization.”