Talisma has introduced CIM 7.0, a comprehensive interaction management suite that fully integrates multiple communication channels, including e-mail, chat, Web self-service, an intelligent phone knowledgebase, business process functionality and third-party data. Talisma CIM 7.0 also offers extensive measurement and cross-channel reporting capabilities.
The CIM 7.0 product suite includes Talisma Email, Chat and Phone, each of which leverages Talisma Knowledgebase across all agent and self-assisted customer contact channels. Talisma explains the knowledgebase integration allows a seamless escalation from Web self-service to alternate service channels and provides agents with a view of prior self-service searches and returned results. As a result, of this new level of visibility and seamless cross-channel integration, the company says, service agents have immediate access to reliable and consistent information enabling more helpful and rapid responses.
Talisma says that the key to its ability to deliver enhanced customer service is the Talisma Customer Interaction Hub, the central platform of the new product suite. The hub provides a common interface facilitating appropriate transfers and escalations between channels. It also houses a workflow engine supporting business rules and routing routines and provides one-click access to pertinent data stored in third-party systems such as CRM or ERP systems.
The company claims that by presenting all of the necessary information in a single desktop view, agents can see accurate customer background information and interaction history, thus enabling them to address issues more quickly and effectively.