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Talisma Announces Talisma CIM 7.0Integrated Suite of Enterprise Solutions Enhance and Extend Customer-centric Communications Bellevue, WA February 28, 2006--Talisma® Corporation (www.talisma.com), the leading provider of enterprise Customer Interaction Management (CIM) solutions, today announced the release of Talisma CIM 7.0. This comprehensive interaction management suite fully integrates multiple communication channels, including email, chat, Web self-service, and phone with an intelligent knowledgebase, robust business process functionality, and third party data. Additionally, Talisma CIM 7.0 offers extensive measurement and cross-channel reporting capabilities. Deployed onsite or on-demand and built on a secure, extensible platform that can scale to handle millions of interactions per month, Talisma CIM 7.0 uniquely meets the needs of today's global businesses delivering superior customer service and creating clear competitive advantage. The Talisma CIM 7.0 product suite includes Talisma Email, Talisma Chat, and Talisma Phone and leverages the award-winning Talisma Knowledgebase across all agent and self-assisted customer contact channels. The knowledgebase integration allows a seamless escalation from Web self-service to alternate service channels and provides agents with a view of prior self-service searches and returned results. As a result of this new level of visibility and seamless cross-channel integration, service agents have immediate access to reliable and consistent information enabling more helpful and rapid responses. "Ultimately, providing exceptional customer service relies on moving beyond traditional CRM and embracing a more holistic approach to knowledge sharing and online communication, whether the interaction is agent assisted, self-service, real-time or not," said Allen Bonde, Senior Vice President of Strategy at eVergance. "The market is clearly looking for solutions like Talisma CIM 7.0, which combine a knowledgebase with support for multiple communication channels and built-in reporting tools, and help deliver a better customer experience while leveraging the cost-efficiencies associated with online customer service." eSignal, a provider of electronic financial data and a division of Interactive Data Corporation, chose Talisma CIM 7.0 for their customer service strategy. "We believe Talisma's focus on integration across channels and systems will help us take eSignal customer service to the next level. In our experience, the product's sophistication and scalability facilitates rapid adoption, and that is critical. As we grow, we expect to be able to immediately give new sales and service agents the tools they need to provide excellent customer service," says Scott Johnson, Vice President of Client Services, eSignal. Key to delivering enhanced customer service is the Talisma Customer Interaction Hub, the central platform of the new product suite. The Customer Interaction Hub provides a common interface for seamless transfers and escalations between channels. It also houses a workflow engine supporting business rules and routing routines and provides one-click access to pertinent data stored in third party systems, such as CRM or ERP solutions. By presenting all of the necessary information in a single desktop view, agents can see accurate customer background information and interaction history, thus enabling them to address issues more expeditiously and effectively. Enhancements made to the Customer Interaction Hub deliver richer functionality and refined capabilities, such as improved role and departmental assignments. These enhancements, particularly valuable for contact centers that support multiple lines of business, divisions, or tiered customer service levels, improve the customer experience by assigning the most appropriate agent to each interaction. In addition, Talisma CIM 7.0 provides real-time and historical reporting to improve customer service levels. Used by administrators and customer care executives, comprehensive and effective reports -- including cross-channel interaction management metrics -- can help assess service levels, productivity, and business processes. With Talisma's enhanced reporting capabilities, customer service organizations can better incorporate customer feedback into corporate-wide strategic planning. Scalability and Reliability across the Enterprise: Designed with a reliable clustered architecture based on intelligent load-balancing software, Talisma CIM 7.0 can handle more interactions per server more efficiently and effectively. Talisma CIM 7.0 can dependably scale from a single server to a clustered server environment with the ability to support disparate contact centers around the world and customers who regularly generate millions of interactions per month. Server nodes and rules can be added regularly without service interruption, and service agents' desktops can be linked to all of the system's application servers for a blended agent-channel approach. As a result, companies are able to deliver faster response times by ensuring customer questions are efficiently routed to the most appropriate agent available. Extensibility Drives Usability and Value: Talisma CIM 7.0 offers Web-based integration capabilities to legacy systems such as billing, provisioning, CRM, and ERP. Talisma's flexible approach to integration allows access to existing applications used by service agents and permits these applications to be intelligently incorporated into each of the Talisma CIM 7.0 channel components. Additionally, with published API documentation, Talisma's customers and partners can create their own User Interface and write custom code to support specific integration requirements. Through Talisma CTI connections, legacy call center infrastructure can be modernized, versus replaced, allowing enterprises to continue to benefit from previous technology investments. Addressing Customer and Enterprise Security Concerns: Following industry-leading programming practices, strenuous testing, and external audits that are among the most stringent in the world, Talisma delivers the utmost in enterprise-level application security. As a result, server and data integrity is intact at all times. To address consumer-focused security concerns, such as identity theft and fraud, new features in Talisma CIM 7.0 enable businesses to offer peace of mind to their customers. For example, Talisma's Secure Messaging Portal transmits encrypted transactional and personal data via a secure portal rather than clear text email transmitted via the public Internet. Usage of the portal is fast and hassle-free and does not require a software download. "Customers are entitled to continuous, timely, and flawless service that traditional CRM software alone can not accomplish. To create loyal customers, businesses must provide exceptional customer service and empower customers with communication choices that suit their needs. And, to remain competitive, they must leverage the efficiencies only the Web can deliver," said Dan Vetras, CEO, Talisma Corporation. "Talisma CIM 7.0, our new interaction management product suite, addresses the needs of global businesses and the demands of customers worldwide by enabling more cost-effective, customer-centric service." Talisma CIM 7.0 will also be available in multi-languages beginning April 17, 2006. About Talisma Talisma is a global provider of Customer Interaction Management solutions that enable businesses to deliver a truly exceptional customer experience. Talisma's solutions integrate the power of email, phone, chat, and self-service with a robust and mature customer interaction management Web services platform, comprehensive analytics, and a system-wide knowledgebase. Talisma's global customers include Aetna, AOL, Aviva, Bank of America, Canon, ChevronTexaco, Citibank, Coast Capital Savings, Daimler-Chrysler, Dell, DHL, Ford, HGTV, Intuit, University of Alabama, Microsoft, Pitney Bowes, Siemens, Sony, Sprint, and the US Department of State. For more information, visit www.talisma.com. |