The Technology Services World Conference in Silicon Valley held from May 2-4 will showcase many new technologies this year, and among them will be Consona’s Knowledge management Version 8.0. As a provider of knowledge management software, customer relationship management software, and enterprise resource planning software, Consona (News - Alert) will demo the recently released product at booth 33 at the conference presented by the Technology Services Industry Association.

Additionally, Lynn Llewellyn, director for Knowledge Management at VMware, will present alongside Consona at the session titled “Using Social Support to Enhance Knowledge Sharing & the Customer Experience.” Based on VMware’s introduction of social media into its support organization, the session will highlight how the company enhanced its knowledge sharing and customer communication tactics.

Tim Hines, vice president of product management, Consona, stated, “Knowledge is power—but only if users can capture, create, find and maintain it painlessly across a variety of channels like chat, self-service, remote control, assisted support, forums, email, the list goes on. Consona KM allows organizations to do just that, resulting in increased agent productivity and ultimately, deliver better customer service.” 

The conference will host product experts who will demonstrate varying software’s ability to utilize “knowledge on every channel” to enhance customer support including a presentation from Avaya (News - Alert) titled “KM in a Box: What You Need to Know, Didn’t Yet Know and Might Have Never Known About Your Knowledge Management Program.”

Demonstrating increased performance and stability improvement, the Consona Knowledge Management version 8.0 helps identify quality improvements influencing both administrative and end user experiences.

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Jennifer Russell