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SSPA Announces Innovator Winners for CRM, Other Vendors
 TMCnet Contributing Editor
The Service & Support Professionals Association has named the winners of its Spring 2007 SSPA Recognized Innovator program in three categories -- Analytics, Offer Management, and Web 2.0.
The Spring 2007 SSPA Recognized Innovators in the Analytics Innovation category are InQuira and Knova. In the Web 2.0 Innovation category, the SSPA recognized Lithium and eVergance. Knova and Talisma have been honored for Offer Management Innovation. Winners were selected by a panel of seven judges, including industry experts, SSPA members, and SSPA Vice President of Research John Ragsdale.
According to Ragsdale, companies began embracing CRM's "360 degree view" a decade ago, and now have massive stores of customer history and interaction data, but what is missing is strong, business user targeted analysis tools to identify strategic business intelligence from the data.
Recognized Innovators, Ragsdale said, offer ways to derive "order from chaos," and help companies identify key business learnings.
Earlier this month Talisma announced the release of Talisma CIM 8.0, the latest version of their customer service, sales, and support suite.
Talisma CIM 8.0 includes "many updates," company officials promise, with the most significant, in the company's opinion, being the addition of "proactive capabilities in the two new CIM products Talisma Campaign and Talisma VoIP , and the existing Talisma Chat."
Talisma Campaign, a multi-channel management and tracking application, lets businesses provide a more personalized customer experience -- the product's Real-Time Offer Engine sends customers tailored offers, either directly online or via a customer service agent, that reflect their profile, historical data, and current activity on a Web site.
John Ragsdale, in a comment sure to warm the cockles of Talisma's heart, said "I would go so far as to say that Talisma's product is elegant."
David Sims is a contributing editor for TMC (News - Alert) Net. For more articles please visit David Sims' columnist page. Voice over IP (VoIP) | X | | A real-time communications system that converts voice into digital packets containing media and signaling data that travel over networks using Internet Protocol....more |
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