October 25, 2002, 12:00 AM

Talisma’s chat help service goes interactive with a WebEx deal

Talisma Corp., provider of customer service management systems, is incorporating WebEx Communications Inc.’s WebEx Support Center into its Talisma Chat service. WebEx is a provider of online meeting services.

Paul Demery

Managing Editor, B2B E-commerce

Talisma Corp., provider of customer service management systems, is incorporating WebEx Communications Inc.’s WebEx Support Center into its Talisma Chat service. WebEx is a provider of online meeting services.

"This integration allows a customer service rep to move seamlessly from a two-way chat session to an interactive session," says a Talisma spokesman. "This might happen for guided selling of high value goods on web sites when customers want to see detailed specifications, see a real-time demo or presentations as part of the buy process. It might also be used for providing support on a product that is purchased in a retail environment, by taking the customer through specifications, diagrams, user manuals, installation instructions, and so on."

WebEx Support Center is a web-based support service that uses the communications capabilities of the WebEx network and WebEx’s MediaTone technology to enable agents to identify, resolve and track technical support issues. Talisma says that integrating WebEx`s Support Center`s capabilities with Talisma Chat gives customers an easy way to escalate from a chat session to a live, interactive WebEx support session. Talisma says it expects that WebEx Support Center will allow companies to increase first-time resolution rates and decrease onsite visits, reducing support costs.

By integrating WebEx Support Center service, Talisma Chat users can troubleshoot, diagnose and solve problems by remotely viewing and controlling customers` applications or desktop. Talisma users also can transfer files, apply patches and install software updates.

 

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