Our cloud solution runs on Amazon Web Services (AWS), but all data is stored exclusively in AWS data centers located in Germany (currently Frankfurt/Main) and handled in full compliance with the GDPR.

Yes – German- or English-language support is included with a maintenance contract (already included in the cloud license model).

ConSol CM can be hosted and operated by ConSol in the AWS cloud or deployed on-premise, meaning you host and manage it on your own infrastructure.

Absolutely. ConSol CM features an open interface concept, supporting REST APIs, webhooks, ETL processes, and more.

Yes – permissions and roles can be assigned through our Web Admin Suite (WAS) using a fine-grained role-based access control system.

No native app – but all ConSol CM interfaces (Web Client and Customer Portal) are fully responsive, so you can work with tickets seamlessly on mobile devices.

No – ConSol CM is a web-based solution, so you’ll need an internet connection to use it.

There are five standard ways to create tickets in ConSol CM: 1. Manually by an agent (e.g. after a customer call) 2. Via email to a system inbox 3. Through a form (e.g. a contact form on your website) 4. Through the customer portal (CM/Track) 5. Via API (e.g. triggered by monitoring alerts)

That depends on how closely your requirements align with our built-in processes. The good news: most customizations can be done via configuration through a graphical interface – no coding needed. If you already have a list of requirements, we can give you an estimate. Or we can determine the effort together in a requirements workshop.

It depends on how often and how many users are logged into the system at the same time:

• If more than two-thirds of your users are typically logged in at the same time (e.g. everyone works weekdays 9 to 5), Named User licenses are usually the better choice.
• If fewer than two-thirds are logged in simultaneously, Concurrent User licenses will likely be more cost-effective.

Yes – our AI/Assist add-on automates various tasks using AI. This includes analyzing incoming emails and summarizing them, automatic categorization, generating reply suggestions, and more. You can connect to cloud-based or on-prem LLMs (Large Language Models) – all fully GDPR-compliant.

Yes – with our CM/Phone add-on, you can connect your phone system to ConSol CM. This lets you open a ticket at the push of a button for recognized incoming numbers or access existing tickets linked to a contact. Outbound calls can also be initiated directly from the system.

Our AI/Assist module includes a custom-built Privacy Purger that removes or anonymizes personal data before it’s sent to any AI model. The purger can be configured as part of your LLM integration to ensure no personal data ever leaves your environment.

Common scenarios include: • Detecting multi-topic inquiries and splitting them • Drafting replies to customer emails • Auto-summarizing tickets for internal documentation • Categorizing and routing tickets to the right team • Automating repetetive tasks • Generating solution templates • Creating recommendations for both customers and agents

You just need the connection details – the model’s URL, name, an API key if required, and a token limit.

Less repetitive work, improved quality of communication with customers and team members, easy GDPR-compliant access to LLMs, option to use your own hosted models – no dependency on public cloud providers

ConSol CM Cloud is hosted in AWS data centers located in Frankfurt/Main, Germany.

Yes – we’re certified according to ISO 9001 and ISO 27001.