CIM 8.0

Features: Talisma Corporation has announced the release of Talisma CIM 8.0, the latest version of the customer service, sales, and support suite.

Talisma CIM 8.0 includes many updates, with the most significant being the addition of proactive capabilities in the two new CIM products Talisma Campaign and Talisma VoIP, and the existing Talisma Chat.

Talisma Campaign, a multi-channel proactive service campaign creation, management and tracking application, enables businesses to provide a personalized customer experience. Businesses that deploy Talisma Campaign will also be able to deflect inbound emails and telephone calls by alerting customers of important and timely information such as product updates, billing notifications, and profile updates.

With the addition of Talisma VoIP, companies now have the ability to offer Web site visitors instant access to a live agent through Voice over Internet Protocol technology.

Talisma CIM 8.0 offers enhanced multi-channel Web collaboration and co-browsing capabilities. The features include assisted form filling for agents with field level security, and visitor/agent page synchronization. Talisma CIM Web collaboration sessions require no downloads by the visitor, and supports most major Web browsers. While in a collaboration session agents can guide visitors through a form or provide additional information about a particular product.

The suite also includes improved email management capabilities that are available through Talisma Answer. The agent desktop has been improved with a new user interface that enables supervisors to design agent workspaces that match business processes. The customizable workspaces combine the necessary Talisma data, productivity tools, and Enterprise Data Access (EDA) panels into a single view to eliminate keystrokes and mouse clicks. CIM 8.0 also includes a Real-Time Dashboard and Historical Report Builder that graphically represents continuously refreshed statistics, has new analytical capabilities allowing for the tracking of sales values, and the comparison of proactive versus reactive chat and voice interactions.

On the new product, Dan Vetras, President & CEO of Talisma said, “As people find more ways to communicate, Talisma strongly believes that it is our responsibility to make sure any customer can interact with a business in the same manner they would with a friend or family member.”