Talisma 7.0 Integrates Customer Service Features

Talisma has released a new version of its Customer Interaction Management suite, Talisma CIM 7.0. The software integrates multiple communication channels, including e-mail, chat, Web self-service and phone. Able to handle million of interactions, Talisma 7.0 can be deployed on-site or on-demand.

This is the first application that has fully integrated KnowledgeBase.net’s self-service functionality. Talisma acquired the knowledge management firm almost a year ago.

The acquisition was a significant factor in enabling Talisma to move into the small and medium-sized business (SMB) client space, Anna Burke, director of corporate marketing, told CRM Buyer.

Another subset of new buyers the company has attracted over the last year, she continued, consists of enterprise-sized companies that want to offer both self- and full-service options to their customers.

Previously, many firms would tend to favor one channel of communication, such as e-mail or chat, she said. “Now they want a complete package in order to be able to better align their communication channels so they can offer a seamless escalation service.”

Multiple Channels

Seamless escalation of a customer complaint or request has been the holy grail of the service industry. The most common complaint customers have of service operations is having to repeat their personal and account information and restate the reason they called multiple times as they are passed from representative to representative.

A close second among consumers is contacting a company through one channel — such as phone — about a problem and then discovering that the necessary updates are not reflected in another channel, such as the online account status.

Customer Interaction Hub

Talisma’s integration of KnowledgeBase functionality and its Customer Interaction Hub address these gaps, the company says.

The central platform of the new product suite, the Customer Interaction Hub provides a common interface for transfers and escalations across channels, according to Talisma. It also houses a workflow engine supporting business rules and routing routines, and provides access to data stored in third-party systems, such as customer relationship management (CRM) or enterprise resource planning (ERP) solutions.

From the agent’s perspective, all of the necessary information, including customer background and interaction history, can be found on the desktop.

Another enhancement to the Customer Interaction Hub in 7.0 is improved role and departmental assignment, which helps the contact center match the most appropriate agent to the customer request.

Talisma CIM 7.0 also provides real-time and historical reporting that help administrators assess service levels, productivity and business processes.

It will be available in multiple languages beginning April 17, 2006.

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