London, UK – 1st May, 2007 – Talisma® Corporation, a provider of Customer Interaction Management (CIM) solutions, today announced the release of Talisma CIM 8.0, the latest version of customer service, sales, and support suite that empowers businesses to deliver an exceptional customer experience. Talisma CIM 8.0 includes many updates, with the most significant being the addition of proactive capabilities in the two new CIM products Talisma Campaign and Talisma VoIP, and the existing Talisma Chat.
 “The proactive capabilities in CIM 8.0 are state-of-the-art, and exactly what Pitney Bowes needs to take the customer experience to the next level,” said Marcy Constantine, Director of Global Online Customer Solutions for Pitney Bowes. “The new agent interface is sleek, user friendly, and will help our agents improve productivity.”
Talisma Campaign, a multi-channel proactive service campaign creation, management and tracking application, enables businesses to provide a highly personalised customer experience. The product’s Real-Time Offer Engine helps businesses generate revenue and improve customer satisfaction by sending customers tailored offers, either directly online or via a customer service agent, that reflect their profile, historical data, and current activity on a Website. Businesses that deploy Talisma Campaign will also be able to deflect inbound emails and telephone calls by alerting customers of important and timely information such as product updates, billing notifications, and profile updates.
With the addition of Talisma VoIP companies now have the ability to offer Website visitors instant access to a live agent through Voice over Internet Protocol technology. By utilising voice communication, businesses will be able to expand their global reach, and customers will only have to click a button on the site to establish a voice connection with an agent directly through their computer. Additionally, when using Talisma VoIP combined with other CIM channels such as chat or web collaboration in more complex service engagements, the customer experience is further elevated.
“Talisma VoIP and Real-Time Offer Engine are two major additions to CIM 8.0 that not only offer slick and differentiating functionality, but also solve a major pain point for companies wanting to add additional support channels,” said John Ragsdale, Vice President of Research for the SSPA. “I would go so far as to say that Talisma’s solution is elegant.”
The proactive capabilities in Talisma Chat and Talisma VoIP enable businesses to provide rapid, personalised service to the customer at the point of need either through live chat or voice communication. These functions allow businesses to increase customer satisfaction, reduce Website abandonment, and drive increased sales closure rates while at the same time reducing telephony operational costs.
Talisma CIM 8.0 offers enhanced multi-channel Web collaboration and co-browsing capabilities. The features include assisted form filling for agents with field level security, and visitor/agent page synchronisation. Talisma CIM Web collaboration sessions require no downloads by the visitor, and supports most major Web browsers. While in a collaboration session agents can guide visitors through a form or provide additional information about a particular product.
The suite also includes improved email management capabilities that are available through Talisma Answer. The complementary product to Talisma Email utilises natural language technology in order to gain a more detailed understanding of customer emails to help agents provide more relevant personalised responses in less time. Talisma Answer also improves Talisma Email’s scalability for high volumes of email with minimal IT impact.
The agent desktop has been improved with a new user interface that enables supervisors to design agent workspaces that match business processes. The customisable workspaces combine the necessary Talisma data, productivity tools, and Enterprise Data Access (EDA) panels into a single view to eliminate keystrokes and mouse clicks. The new user interface helps to reduce training time, bringing new agents up to speed faster. CIM 8.0 also includes a Real-Time Dashboard and Historical Report Builder that graphically represents continuously refreshed statistics, and also has new analytical capabilities allowing for the tracking of sales values, and the comparison of proactive versus reactive chat and voice interactions.
“With this release we’ve successfully demonstrated how the world of customer service, sales, and support can mirror the always-connected global communication culture that we live in today,” said Dan Vetras, President & CEO of Talisma. “As people find more ways to communicate, Talisma strongly believes that it is our responsibility to make sure any customer can interact with a business in the same manner they would with a friend or family member. Talisma CIM 8.0 is a powerful solution that businesses of all sizes and deployment preferences can utilise to deliver an exceptional customer experience.” About Talisma Corporation: nGenera Customer Interaction Management (formerely Talisma) is the global leader in next generation customer experience solutions. Customers report increased customer satisfaction and measureable cost savings within six months of deployment. With 250% customer growth over three years, more companies trust their customer experiences to nGenera Customer Interaction Management. Customers include Canon, Dell, eBay, Epson, Ford, Microsoft, P&O, Scottrade, Sharp, Siemens, Sky Bet, Sony, and Sprint. For more information, visit www.ngenera.com/cim. |
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