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Talisma Announces CIM 8.0 For February
TMCnet Contributing Editor
Talisma Corporation, a vendor of what it terms "Customer Interaction Management" products, has announced Talisma CIM 8.0 for "addressing companies' unified-channel interaction management needs," according to Talisma officials.
The latest edition of the offering introduces two new products, Talisma Voice and Talisma Campaign, and includes "numerous enhancements to existing channels," company officials say.
Talisma Voice is designed to allow companies to offer Web site visitors instant access to a live agent using Voice over Internet technology. To use the technology, visitors click a button on the site to establish a voice connection with an agent directly to their computer. Such technology has been shown to reduce instances of Web site abandonment in some cases.
Talisma Campaign lets contact centers carry on a "continuous customer dialogue" and deflect inbound e-mails and telephone calls by educating, alerting, and informing customers about product updates, billing notifications, and profile updates.
Talisma CIM 8.0 is scheduled for release in February, 2007.
A few days ago Talisma 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.
David Sims is a contributing editor for TMCnet. For more articles please visit David Sims' columnist page.
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