Consona Corp., a privately held company jointly owned by Battery Ventures VI LP and Thoma Bravo LLC and a provider of customer relationship management (CRM) and enterprise resource planning (ERP) software and services, announced June 23 that it has closed on its acquisition of the enterprise software related assets of SupportSoft Inc., a support automation software company in an all-cash transaction valued at approximately $20 million.

As of the close, SupportSoft’s enterprise products are now offerings from Consona, specifically under the management of the Consona CRM division headed by General Manager Tom Millay. Consona remains committed to supporting, maintaining and enhancing each of the SupportSoft products as they are today for existing customers, and will also organize the various code bases into three major solutions for ongoing availability to the market:

  • The Consona Live Assistance solution, which contains the standalone products Consona Chat, Consona Remote Diagnostics & Repair, Consona Remote Control, and Consona Resolve.
  • The Consona Subscriber Assistance solution, which contains the standalone products Consona Subscriber Activation, Consona Service Verification, and Consona Service Gateway.
  • The Consona Dynamic Agent solution, which contains the Consona Dynamic Agent Marketing, Support and Enterprise Editions.


According to Millay, the immediate rebranding reinforces Consona’s strategy of bringing integrated service- and support-centric CRM solutions to market. As such, Consona will look to augment its existing bundled solutions, including the Consona Knowledge Driven Support, Knowledge Management, Enterprise CRM and OneServe Citizen Management solutions, 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,” said 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.”

[I have gotten far behind this summer. Slowly catching up. Don’t forget to resubscribe to Feed Forward at its new home.]

Share This

Follow this blog

Get a weekly email of all new posts.