| The Value of CIM 8.0 |
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Extend channel offerings to proactively engage customers and prospects to: |
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- Further enhance the customer experience
- Uncover new business opportunities
- Deflect inbound service inquiries
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Facilitate a continuous customer dialog to earn respect and loyalty |
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Deliver new and innovative technologies and channel alternatives |
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Further integrate unified-channel interaction management needs |
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Enhance cross-channel analytics and business processes |
Proactively Engage with Customers & Create a Continuous Dialog
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Talisma VoIP provides customers with instant access to a live agent via Voice over Internet technology. |
Improve Service and Build New Customer Relationships
Integrated Communication Channels
- Talisma Chat: Extended Web collaboration scales to support agents co-browsing with visitors, including Web form filling and page pushing.
- Talisma Knowledgebase: Supports regional settings, non-English characters and character sets in the glossary, and is certified on Japanese OS and SQL in Japanese locale.
- Talisma Email: Advanced search capabilities and introduces Talisma Answer, a powerful add-on module that intelligently automates email response management.
- Agent desktop: Enhanced GUI allowing supervisors and agents to customize workspaces for improved efficiencies.
A Unified Framework - Customer Interaction Management HUB
- Proactive Rule Builder: Non-technical administrators can support Talisma Voice and Talisma Chat with established rules and processes for when to push a chat or voice invitation to a Web site visitor. The system can be configured based on several criteria, such as length of time on a page or browsing behavior.
- New Chat Workflow Builder: Triggers actions based on pre-defined chat events, such as start, end, or chat transfer.
Cross-channel Reporting
- Real-time Dashboard: A variety of continuously refreshed graphs depict current statistics for comparison and analysis.
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