Talisma Corporation (News - Alert), a vendor of what it calls "Customer Interaction Management" software, has announced the release of a white paper on what the Talismanians call "ten trends impacting retail banking contact centers."

 

The white paper explains how banks can use contact center technology "to outperform their competition," and is at http://www.talisma.com/21stcentury_whitepaper.

 

It includes such sections as "The Continual Rise in Online Customer Interaction Volume," "Protecting Your Customers' E-mail Security," "Leveraging The Web for Customer Self-Service," "Applying Customer Segmentation to Drive Revenue Growth" and "Considering Customer Value to Drive Strategic Decisions."

 

It highlights the requirement for retail banking contact centers to embrace the use of new communication channels such as VoIP, live chat and Web collaboration, and focuses on the emerging customer segment of Generation Y and the business opportunity they represent for banks as a new customer segment.

 

A couple weeks ago Talisma announced a partnership with ClickFox (News - Alert), which sells Customer Experience Analytics software and services. The firms will sell an integrated product with the Talisma CIM Suite and the ClickFox CBI software.

 

"The partnership of ClickFox and Talisma has the power to provide businesses with a 'Total View' of the customer experience," said Marco Pacelli, CEO of ClickFox. 

 

ClickFox software maps customer interactions to a business-relevant model of the system, offering some insight into how customers are interacting with a business. Using the ClickFox Customer Experience Analytics system, company officials say, firms can reduce operational costs and improve customer satisfaction.

 

The ClickFox -- Talisma product will put interactions into an intuitive, visual map, "revealing what customers actually do and why, so that companies can align customer needs with their business objectives," officials from both firms say.  For example, an agent using Talisma Chat can determine the best proactive offer for a customer based on the customer's history and behavioral patterns while on the Web site.

 

In mid-December Talisma announced that Soft Surroundings, a catalog and online retailer of apparel, bedding, and beauty products, selected Talisma Proactive Chat.