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CRM Vendor Talisma Releases CIM Product
TMCnet Contributing Editor
Talisma Corporation, a vendor enterprise Customer Interaction Management (CIM), has announced the release of Talisma Answer, a Talisma e-mail add-on that uses IBM (News - Alert) technology to automate the creation and delivery of e-mail responses. Talisma Answer's release coincides with Talisma being named a Recognized Innovator by the Service & Support Professionals Association, an association for technology services and support professionals.
"Many areas of customer service and CRM technology are beginning to mature, but only a select number of vendors continue to deliver pure innovative products and services," said John Ragsdale, Vice President of Research, SSPA.
Talisma Answer relies on natural language technology to understand the intent of a customer's e-mail, company officials say. Talisma E-mail can then provide an automated response or suggest a response to an agent. Talisma Answer uses IBM's Classification Module for OmniFind Discovery Edition to represent words and text passages as "context vectors" to automatically group data into similarly themed clusters for improved response precision and relevance.
The learning algorithm is designed to adjust context vectors so that words used in a similar context will have vectors that point in similar directions. Talisma Answer learns the meaning of content based on contextual usage and then organizes the content for immediate processing and retrieval.
In June Talisma announced a joint partnership with Japanese reseller Vital to sell Talisma's newly released Japanese products, Talisma CIM 7.0j, and CRM 7.0j.
In addition to releasing the new products, Talisma also launched the company's first Web site localized in Japanese. The announcement was made during a press conference with Vital at IBM Japan affiliate, LBS.
The partnership allows Vital to sell Talisma's products in Japan to companies such as Canon, Toyota, Epson, Sony, and Sharp, who are already using Talisma's products in other markets. Japan's Keio University has recently deployed Talisma's CRM product to enhance fundraising initiatives in association with its 150th anniversary celebration in 2008.
The SSPA also recently announced that QuickArrow, Inc., a Software as a Service (SaaS (News - Alert)) vendor in the Professional Services Automation (PSA) space, was selected as a winner of its inaugural SSPA Recognized Innovator program.
David Sims is a contributing editor for TMCnet. For more articles please visit David Sims' columnist page.
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