Onyx and KNOVA Customers and Solutions Lauded by Industry Trade Publications and Analysts for Excellence in CRM Technology and Customer Service
INDIANAPOLIS, April 30, 2007-- Onyx and recently acquired KNOVA, both solutions of Consona CRM, a worldwide leader in customer relationship management (CRM) and knowledge management solutions for the enterprise, have recently won several awards from a variety of CRM-focused trade publications and CRM industry experts.
The first award was given to Onyx customer Contact Islington in September 2006. The organization won a National Customer Service Award for the use of Onyx CRM in its contact center, which serves nearly 200,000 residents for the London Borough of Islington. Contact Islington received the title of Customer Service Contact Centre of the Year in the "up to100 seats” category, beating entrants from both the public and private sector. The awards committee said Islington demonstrated "high standards of customer care and support, delivering first-class results to the organization in keeping with their aims through a stable and well-motivated staff.”
"One of the driving forces behind Contact Islington was to move away from a 'silo' approach to customer service (using multiple databases and contact routes) to 'One Islington'—providing a single contact resolution for 80 percent of all transactions, and seamlessly integrated front- and back-office systems for the benefit of Islington's residents,” said Kevin Gibbs, head of Contact Islington. "New technology has played a pivotal role in the success of Contact Islington. The Onyx solution played an important role in our ability to be recognized for excellence in customer service.”
At the beginning of 2007, both Onyx and KNOVA received the 2006 Product of the Year Award from Customer Interaction Solutions magazine. "The Product of the Year awards represent the best that this industry has to offer,” said Tracey Schelmetic, editorial director for Customer Interaction Solutions. "The companies earning this distinction have demonstrated a commitment to quality and the further development of the call center and CRM industry through their contributions.”
Then, in March, Onyx Version 6.0 received an ISM Top 15 CRM Enterprise ranking after intensive testing by the ISM software experts. Each package was rated according to 217 selection criteria, including 103 business functions, 52 technical features, 36 implementation capabilities, nine real-time criteria, and 17 user-support features.
"The Top 15 CRM Awards, which serve as the standard for comprehensive CRM software, have evolved since 1990—when ISM began the awards—to be the industry benchmark,” said Barton Goldenberg, founder and president of ISM. "The Top 15 winners represent the best and most comprehensive CRM software serving internal and external customers with features ranging from predictive modeling to Web 2.0 to access to handheld/wireless devices.”
In April, both products were honored with CRM magazine’s Service Excellence Award. CRM magazine reporters noted that Onyx and KNOVA, joined as sister products within Consona CRM, could be a powerful combination that would give larger competitors like Oracle and SAP a "run for their money.” The article also called Consona CRM a "rising star,” acknowledging the company’s bold acquisitions within the CRM space.
Also in April, KNOVA 7 was selected by the editors of Call Center Magazine as a 2007 Product of the Year. The award is given annually, without a formal nomination process, to CRM vendors who offer what the editors call the industry’s best and most innovative call center products and services. Call Center Magazine’s editors cited KNOVA Version 7 to be "among the most comprehensive knowledge management suites available.”
"It is great to see that Onyx, KNOVA and its customers are being recognized as leaders,” said Pete Strom, general manager of Consona CRM. "We go to work every day for moments like this—moments when our solutions are lauded for helping our customers increase revenues, decrease costs, and improve customer satisfaction."
About Consona Corporation
Consona Corporation (Consona, formerly known as M2M Holdings Inc.) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for the enterprise. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries, including manufacturing, distribution, financial services, health care, high tech, and local government. Battery Ventures and Thoma Cressey Bravo jointly own Consona. For further information, visit www.consona.com, e-mail info@consona.com, or call (888) 8 CONSONA.
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