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CRM Vendor Talisma Sells Knowledgebase to Speakeasy
TMCnet Contributing Editor
Talisma Corporation, a vendor of Customer Interaction Management (CIM), has announced that Speakeasy (News - Alert), an independent broadband services company, has selected Talisma Knowledgebase to "improve customer service for its more than 40,000 customers," according to Speakeasy officials.
"Our customer base has expanded rapidly during the last few years," said Bruce Chatterley, CEO of Speakeasy. "We were looking for an affordable, feature-rich product that."
By using Talisma Knowledgebase, Speakeasy's agents can access information they need to address customers' needs while reporting and tracking relevant customer metrics.
Talisma Knowledgebase is promoted by company officials as "streamlining the entire documentation and workflow process" for companies to share information with employees, customers, and partners. The flexible, self-learning knowledge base captures and presents information to customers in a Web self-service mode, and to agents through a flexible portal within a single screen agent interface.
Last month the company announced Talisma CIM 8.0 for "addressing companies' unified-channel interaction management needs," according to 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 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.
Also in November 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 coincided with Talisma being named a Recognized Innovator by the Service & Support Professionals Association, an association for technology services and support professionals.
David Sims is contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.
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