Talisma Corp. Announces New Versions of its Talisma Contact Center Suite and Talisma CRM Suite
People love to hate their CRM software…but this is CRM You’ll Fall In Love With
SEATTLE, April 22, 2002 -- Talisma® Corporation today announced the release of the latest versions of its Contact Center and CRM Suites. Featuring a unified agent desktop, the Talisma Contact Center Suite allows customer service representatives to serve customers through all communication channels, including phone, fax, e-mail, chat, VoIP and Web self help. The new Talisma CRM Suite delivers hundreds of new features across its service, sales and marketing applications. Built from one integrated code base of software, both Talisma suites are highly flexible, extremely scalable and integrate easily with existing enterprise applications, allowing companies to deliver on the promise of improving customer relationships.
Contact Center and CRM Suite Features
In addition to Talisma’s service, sales and marketing capabilities, there are many new and enhanced features in the latest version of the CRM and Contact Center Suites. Some of the features include:
Redesigned .Net-Architected Web Client: The Talisma Web client has been redesigned on the faster and much improved Microsoft ASP.NET platform. XML is used as the medium of communication between server and clients and the front-end is built on configurable XSL templates. This version of the Web Client also supports the ability to distribute the Web server onto multiple servers for higher loads and larger number of users.
Load Balancing and Failover Support for Talisma Chat: Talisma balances chat load across multiple servers, ensuring high system availability by providing failover backup and scaling the performance of Talisma Chat Server to handle thousands of concurrent sessions.
Support for Talisma on Clustered SQL databases: Talisma CRM and Contact Center Suite support Microsoft SQL Server™ 2000 in a clustered mode, providing increased reliability, uptime, and failover.
Advanced Multi-lingual Capabilities: The Talisma CRM and Contact Center Suite is fully localized in Spanish, German, French, and Japanese, and can be completely localized in other western European and Far Eastern languages. In addition, it features full UNICODE support for I/O, multiple language clients can connect to a single server. There is auto-detect and auto-route based on language, and multi-language spell checkers.
Contact Center Dashboard: Talisma Dashboard delivers instant access to critical company-wide data, aggregated from multiple disparate applications, and presented in a standard Web browser. Talisma Dashboard provides a framework for a custom view to meet the needs of an individual contact center as well as company-wide access for service, marketing and sales.
Talisma Telephony Enhancements: Talisma Telephony has increased support for outbound call center requirements across a variety of touch points such as phone, e-mail, fax, Web self help, and so on, and across many functions such as sales, service, and marketing.
Talisma Chat Enhancements: Talisma Chat features new interfaces for chat, supervisors, managers, time-of-day routing, out-of-service and after-hours indicators, and myriad of other features, Talisma races ahead as the best chat application in CRM.
Enhancements in Talisma Sales and Talisma Offline: Talisma Sales and Talisma Offline products have been enhanced to allow custom mapping for data inheritance and data cloning, which improves capture of reliable data and hence the value that a company can get out of their CRM installation.
Enhancements in Analytics: Talisma is the only CRM vendor offering distributed analytics that empower knowledge workers and managers to run the reports they need and obtain actionable business intelligence. The new analytics allow dissection of any information in the Talisma database and perform merged analysis with data from other databases or applications.
CRM You’ll Fall in Love With
“The problem with CRM is that it’s been too difficult to deploy, it’s too rigid once it is installed and often fails to produce the desired results because people hate to use it,” said Mike McClure, vice president of Marketing for Talisma. “CRM is a combination of people, process and technology, and our Contact Center and CRM Suites have the flexibility and “usability” that help make peoples’ jobs easier…not more difficult as is the case with most CRM systems.”
Since Talisma’s CRM solutions are developed from one integrated code base of software, they provide the flexibility needed to be deployed and used without months of product configuration and customization. People are empowered to easily customize forms and screens at the end-user level, allowing them to see everything they need on one screen. This allows them to do their job without hopping between applications, greatly increasing productivity. This is just one of many unique features that allow a company to stay focused on operational and organizational changes that help improve the customer experience, regardless of how they contact a company.
Self Documenting CRM – “Cutting and Pasting” is History!
One of the greatest downfalls of most CRM systems is that people don’t use them. Most systems require users to cut and paste information they want to keep, a redundant step that is often forgotten or just not done by the average user. When people don’t use their CRM system, data doesn’t get collected. Through various methods of automatic data capture, Talisma has allows people to do their jobs “as usual” and the system automatically captures the data you want it to collect. When data is collected and stored automatically, the information is more complete and better business decisions can be made.
Talisma Contact Center Suite – a proven performer
Implemented at some of the world’s most respected companies such as Tupperware, Sony, Cooper Tires and Lowes, the Talisma Contact Center Suite is a proven solution that makes an integrated view of the customer possible. The suite tracks and documents all conversations and transactions to provide your employees with a one-screen, 360-degree view of each customer’s history, including all interactions with your company on any media. The result is a contact center that provides outstanding customer service through any channel at a fraction of the cost of using only traditional means.
About Talisma – http://www.talisma.com
Talisma Corporation is a provider of interaction-centric CRM solutions for service, sales and marketing. Talisma’s proven philosophy of rapid software deployment and use-based evolution has helped hundreds of companies create long-lasting and profitable customer relationships and see early returns on their investment.
Whether deployed inside the enterprise or hosted, Talisma’s modular CRM products and services are easy to deploy, extend, integrate, and scale. The company also provides extensive training and integration services and outsourced support services. Talisma’s Outsourced Services provide skilled and knowledgeable people to support a company’s need for 24x7 worldwide support, complimenting its full suite of product offerings.
Headquartered in Seattle, Talisma has more than 500 employees with offices in India, Europe, Asia and 15 cities across the U.S. The company has a rapidly growing list of more than 500 customers including Real Networks (Nasdaq: RNWK), Air Products (NYSE: APD), MSNBC, Cooper Tire and Rubber (NYSE: CTB), The Red Cross, EMI, Mexicana Airlines, Tupperware (NYSE: TUP) and BlueNile.com. Talisma is privately held with investments from Oak Investment Partners, Madrona Venture Group, Paul Maritz, SeaPoint Ventures, Cedar Grove Investments and The Carlyle Group.
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Contact:
Jerry Johnson
Talisma Corp.
425.897.3281
jerryj@talisma.com
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