TALISMA Announces WebCenter 5.0 Customer Service Solution
Customer Service Management Suite Increases Customer Satisfaction and
Transforms Service Centers into Profit Centers
Kirkland, WA - May 12, 2003 - Talisma announced today at their global
customer conference in Ft. Lauderdale the fifth generation of its customer
service management (CSM) suite that helps turn customer service centers into
profit centers. Talisma WebCenter 5.0 helps increase profitability and
customer satisfaction with the only fully integrated platform for managing
cross-channel customer interactions including real-time chat, collaboration
and instant messaging.
"Today more than ever companies are striving for ways to manage the rising
demand for comprehensive customer support solutions and services.
Traditional service offerings simply cannot scale to meet this challenge -
both in personnel and costs," stated Dan Vetras, CEO, Talisma Corporation.
"Our vision is to transition customer service into a strategic advantage for
an organization with integrated multi-channel communications while reducing
the overall costs of delivering superior service."
This challenge has not gone unnoticed by leading industry analysts.
According to IDC Research, businesses will spend over $76 billion on
e-customer service by 2005. The Gartner Group expects 70% of all call
centers to have Internet integration by 2007 and Jupiter Media Metrix
expects 67 million people to use chat for service in 2005.
WebCenter 5.0 is the first customer service solution to help enterprises
turn their service centers into profit centers by integrating pre- and
post-sales customer information, knowledge management and reporting.
Traditionally, enterprises have viewed their service organizations as cost
centers; but a recent focus on cost cutting has generated low customer
responsiveness leading to poor customer satisfaction and a reduction in
revenue. The enhancements to WebCenter 5.0 are anticipated to shift the
overall approach to customer service by enabling corporations to transition
from high-cost telephony only interactions to cost-effective, yet highly
personalized, web-driven collaborative customer service.
"Companies today are driving toward technology-enabled strategies to support
their evolving customer service strategies," declared Esteban Kolosky,
Principal Analyst, Gartner, Inc. "Leading enterprises worldwide will begin
planning for the next step in customer service and support, which is the
creation of an integrated customer interaction framework, or hub, that
provides a real-time view of the customer across channels to all relevant
customer-facing employees."
At WebCenter`s core is the only proven web-driven customer service
infrastructure to match the power of telephony applications with a mature,
robust platform and fully integrated system-wide knowledge and database.
WebCenter enables advanced, multi-contact queuing, routing, management and
threaded interactions that provide agents with a fully integrated view of
all customer communications-regardless of channel-within a single
Outlook-style window. The foundation provides automated logging per single
point of entry, eliminating the need to manually update diverse systems with
interaction details and results-reducing potential for error and increasing
agent efficiency.
"There are many significant functional enhancements in WebCenter 5.0. We are
most excited about the ability to access enterprise-wide customer and
prospect data from multiple data sources into a "Custom Workspace", said
Tarun Pandey, Manager - Applications, Aviva Life Insurance Company India
Pvt. Ltd. "This allows us to create a 360-degree view of customers and
prospects while greatly enhancing our sales team`s productivity. The module
integration and system integrity features ensure data accuracy and validity
so we can conduct compelling up-sell and cross-sell marketing campaigns".
For nearly a decade Talisma has drawn on its experience running an
outsourced customer service center to aid in the development of advanced,
web-driven service applications. In 2002, as proof of its best practices
expertise, Talisma received COPC certification - the industry gold standard
for customer service delivery - in one of the most rapid certification
processes ever. These best practices are built into Talisma WebCenter-the
only fully integrated web-driven application suite providing low cost,
real-time web-driven customer service with all the robustness of traditional
telephony- only service centers.
WebCenter 5.0 integrates enhancements across the entire suite with improved
real-time collaboration in the form of chat, Instant Messaging and
collaborative web conferencing; enhanced analytics including trend analysis,
packaged OLAP cubes and an enhanced dashboard; integrated prospect
management and campaign tools that manage the full lifecycle of customer
experience; highly customizable and intuitive user workspaces; enhanced
Phone Workspace with CTI framework; enhanced email push routing;
sub-interactions; script authoring and management; multi-lingual and
media-based canned responses; desktop and application sharing.
"The future of customer service is in low cost, high quality web-driven
interactions," said CEO Dan Vetras. "WebCenter 5.0 is the first solution to
deliver on this promise with a fully-integrated platform that optimizes
interactions across service channels."
Talisma WebCenter 5.0 is available immediately. More information on Talisma
and WebCenter 5.0 can be found at www.Talisma.com.
About Talisma
Talisma is a leading provider of web-driven customer service solutions that
integrate the power of email, chat, real-time collaboration and telephony
applications with a mature, robust multi-channel interaction management
platform, comprehensive analytics and a fully integrated system-wide
knowledgebase and customer database. Our customers enjoy a 360-degree view
of all customer communications-regardless of channel-within an easy-to-use
and configurable interface. The results are improved business performance
through lowering the overall costs of service delivery while increasing
customer satisfaction and retention. Talisma`s global customers include
Microsoft, Coast Capital Savings, Sony, Click 2 Learn, MWB, Aviva Life
Insurance Company India Pvt. Ltd, HGTV and Dell. The company is based in
Seattle, with offices across the United States, Europe and Asia. For more
information, www.talisma.com.
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