BANGALORE: Cisco Systems, a company dealing in networking for the Internet,
and Talisma Corp., have completed the deployment of Cisco's IP Contact Centre (IPCC)
solution in Talisma's Contact Centre in Bangalore. Talisma is a provider of
interaction-centric CRM solutions for service, sales and marketing to mid-market
and Global 2000 enterprises.
Cisco's IPCC solution transforms Talisma's contact center by enhancing its
e-mail and chat offerings and further providing voice, video and web
collaboration channels. The solution will now make Talisma an end-to-end service
provider in the Tech Support domain. Furthermore the same solution suite can be
extended beyond the current contact center in Bangalore to seamlessly connect
other geographically distant contact centers that Talisma might plan to open in
the future. This would result in a single global virtual call center.
The Cisco IPCC solution delivers intelligent call routing, network-to-desktop
CTI, and multimedia contact management to contact center agents over an IP
network. By combining software ACD functionality with IP telephony in a unified
solution, IPCC will enable Talisma to support their customer's global e-sales
and e-service initiatives. Further the solution has dynamic reporting
functionality that allows for the consolidation of timely and accurate
information from resources such as the Internet, carrier networks, legacy ACDs,
IVRs, agent desktops and other resources. It will enable Talisma to generate and
build customized reports for analyzing the contact center's performance.
The Cisco IPCC delivers an integrated suite of proven solutions - including
Cisco ICM, Cisco CallManager, Cisco IP-IVR, Cisco VoIP gateways and Cisco IP
phones - that combines Cisco IP telephony and contact center solutions. It will
utilize Talisma's existing network, thus optimizing investments in wide-area
network (WAN) infrastructure and lowering administrative expenses.
Speaking on the implementation Talisma Corp., chief technology officer, J
Ganesh said, "Talisma has been in the business of providing support on the
e-mails and the chat domains for over 7 years. It is our endeavor to provide
value to our customers as a result of which we have added voice to strengthen
our support offerings. Cisco gives us reliability, scalability and integration
enhancements that are not only realistic alternatives for our customers, but an
end-to-end solution that can open new contact channels to take our customer
management to the next level".