• May 1, 2007
  • By Coreen Bailor, (former) Associate Editor, CRM Magazine

Talisma Targets Proactive Communications

Talisma is taking aim at the sales and services market by making generally available the newest release of its customer interaction suite (CIM), Talisma CIM 8.0. The upgraded installment, which can be deployed either as installed software or on demand, fuses the proactive capabilities of two new CIM offerings: Talisma Campaign and Talisma VoIP. Additional elements of the release include enhanced email management, multichannel Web collaboration and cobrowsing, and real-time dashboard and analytics capabilities, along with customizable workspaces. Talisma Campaign is a multichannel product for creating, managing, and tracking campaigns; its Real-Time Offer Engine can send customers personalized offerings directly, online or via a CSR, that reflect their profile, historical data, and current activity on a Web site, according to the company. The company's VoIP product lets customers connect with an agent by clicking on a button embedded on the site to create a voice connection with the rep directly to their computer. "Now CIM is really taking on not only the call deflection/cost avoidance side of the call center, but CIM can also really help to drive the revenue enhancement picture here in a big way in terms of upsell and cross-sell," says Jim O'Farrell, senior vice president of global marketing for Talisma. The suite also incorporates Web collaboration and cobrowsing capabilities like assisted form-filling for agents with field level security and visitor/agent page synchronization; while in a collaboration session agents have the ability to guide visitors through a form or provide additional information about a product, according to the company. Improved email management capabilities are available through Talisma Answer, a complementary tool to Talisma Email that uses natural language technology to provide deeper insight into customer emails and help reps craft more relevant, targeted responses. Another component of the release is that the agent desktop allows supervisors to tweak agent workspaces to match business processes. "We have created a docking framework for the agent desktop so the supervisors or the administrators of this system can configure workspaces that their agents or supervisors can use," says Brad Birnbaum, Talisma's CTO. "If I'm supporting a customer in a tech support situation, my entire desktop will morph to best suit that customer's needs. If I were doing a presales-type situation, my desktop would morph differently. You're changing the look and feel and what you're showing agents on the desktop." "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, in a written statement. "I would go so far as to say that Talisma's solution is elegant." Related articles: Yackety Clack
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