Latest Offering Includes Integration with Market-Leading Knowledge Management Technology from Primus Knowledge Solutions
Savannah, GA - September 29, 2003 - Talisma announced today at the Service and Support Professionals Association (SSPA) annual conference in Savannah, Ga., the general availability of Talisma 5.1. Talisma 5.1 enables organizations to increase customer responsiveness through multi-channel interaction management solutions, while dramatically reducing service, marketing, and sales costs. This new offering features the integration with knowledge-sharing software from Primus Knowledge Solutions, Inc. Primus products integrated with Talisma`s multi-channel 5.1 suite include: Primus® eServer knowledgebase, Primus® Answer Engine to power natural language search, and Primus® Web Self-Service solutions.
The Talisma Knowledge Management module enables call centers, help desks, and other support organizations to continually capture information from customers and employees. Agents can author, refine, share and use knowledge solutions as a natural part of the service and support workflow to provide rich, consistent and relevant customer response. As knowledge solutions are added to the knowledgebase, they become immediately available for shared-use across multiple channels, including phone, email, chat and web self-service throughout the enterprise and with customers and partners.
"We are thrilled with the timely release of 5.1 and based on early customer feedback we believe it is what our customers are looking for in a knowledgebase solution to be successful," said Dan Vetras, CEO, Talisma, Corporation.
"Over the past 15 years, Primus` knowledge sharing technology hasve become the leading choice to power assisted service and Web self-service offerings for mid-market and Global 2000 organizations across many diverse industries. Primus solutions help companies define, meet, and exceed the productivity and quality goals of their contact centers, help desks, and Web self-service environments. Our combined solutions will enable companies to increase employee productivity, reduce costs, and increase customer satisfaction across traditional and electronic interaction channels."
Talisma offers a flexible, enterprise-class interaction management platform designed to drive state-of-the-art customer communications across Email, Web, Chat, Collaboration or Phone/CTI channels. Any combination of interactions is presented as a single service application to service agents or customers, integrating collected customer information and relevant knowledge to drive accurate responses. Leveraging Talisma`s sophisticated queuing, routing and workflow engine, each interaction module features a unique set of productivity tools that enhance the delivery of personalized, accurate and timely results - delivering high First Time Resolution rates, dramatically impacting cost and profitability while enhancing customer satisfaction and loyalty.
Talisma 5.1 is available immediately. For more information on Talisma please visit www.Talisma.com.
About Talisma
Talisma solutions 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 clients 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 roster of 300 customers include Microsoft, Dell, Coast Capital Savings, Sony, Click 2 Learn, Tupperware, MWB, Aviva Life Insurance Company India Pvt. Ltd, and HGTV. 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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