Talisma Sends CIM to WildBlue

Talisma Corporation, a vendor of Customer Interaction Management products, has announced that WildBlue Communications, a vendor of satellite broadband Internet services, has selected Talisma Chat, Talisma E (News - Alert)-mail, and Talisma Knowledgebase, which are unified by the Talisma Customer Interaction Hub.

"With Talisma Knowledgebase, WildBlue has already begun to see the impact that Web self-service can have in terms of cost savings, and increases in agent productivity," said Floyd Turner, Senior Manager of Customer Care, WildBlue Communications. 

Talisma will help WildBlue Communications' 200 customer service agents improve day-to-day operations used to assist customer inquiries. Additionally, WildBlue customers can access Web self-service provided by Talisma Knowledgebase, or they can even escalate the interaction by initiating a live chat session with an agent through Talisma Chat, or by submitting an email request routed to the most appropriate agent through Talisma E-mail.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 1-3, 2009. Los Angeles, CA.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 1-3, 2009. Los Angeles, CA.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 1-3, 2009. Los Angeles, CA.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 1-3, 2009. Los Angeles, CA.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 1-3, 2009. Los Angeles, CA.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 1-3, 2009. Los Angeles, CA.

The Talisma CIM suite integrates Talisma Chat, Talisma E-mail, and Talisma Knowledgebase across all agent and self-assisted customer contact channels. The integration of the communication channels allows agents to alternate service channels and provides agents with a view of prior self-service searches and returned results. 

The Talisma Customer Interaction Hub provides a unified framework for integrating previously siloed information. The CIH delivers single window access to other applications such as CRM, ERP, and order management.

In December Talisma announced that Speakeasy (News - Alert), an independent broadband services company, selected Talisma Knowledgebase to "improve customer service for its more than 40,000 customers," according to Speakeasy officials.

"Our customer base has expanded rapidly during the last few years," said Bruce Chatterley, CEO of Speakeasy at the time. "We were looking for an affordable, feature-rich product that."

By using Talisma Knowledgebase, Speakeasy's agents can access information they need to address customers' needs while reporting and tracking relevant customer metrics.

Talisma Knowledgebase is promoted by company officials as "streamlining the entire documentation and workflow process" for companies to share information with employees, customers, and partners.

In November the company announced Talisma CIM 8.0 for "addressing companies' unified-channel interaction management needs," according to officials.

David Sims is a contributing editor for TMCnet. For more articles please visit David Sims' columnist page.

[ Back To TMCnet.com's Homepage ]