Talisma and BT Customer Intelligence Form Partnership to Benefit Contact Centers

TMCnet Contributing Editor

Customer Interaction Management (CIM) solutions provider Talisma Corporation (News - Alert) has formed a partnership with BT to provide the Talisma CIM suite as part of the BT Customer Intelligence (CI) proposition.

BT’s CI proposition provides contact centers with a comprehensive range of technologies to improve the customer experience and efficiency. With the addition of the Talisma CIM suite, BT can equip contact centers with the latest customer interaction tools to optimize the experience of their own customers across all communication channels.

The BT Customer Intelligence portfolio will feature the Talisma Knowledgebase as a key component. The portfolio will enable contact centers to develop dedicated e-services portals and comprehensive knowledge management capabilities.

The Talisma Knowledgebase allows contact centers to reduce customer handling time and improve first contact resolution rates by providing agents with easy access to the information they need for rapid, informed and consistent responses. The solution can also be deployed as a Web Self-Service portal, providing customers with access to the information they want 24x7, while also reducing incoming phone and e-mail inquiries.

Simon Batley, Head of CRM Applications -- CRM Practice, BT Global Services, said in a Tuesday statement: "The Talisma CIM suite offers the very latest customer interaction tools and has a proven track record in delivering real return on investment for UK contact centers. BT has a number of active opportunities for its Customer Intelligence proposition and our partnership with Talisma will be key to arming our customers with the right tools to optimize their contact center and maximize customer experiences."

BT Customer Intelligence will also offer other tools from the Talisma CIM suite, including Talisma Chat and Talisma Email. With Talisma Chat, contact center agents can conduct live chat sessions, provide customers with personalized on-demand assistance through the website to increase satisfaction and improve conversion rates.

Talisma Email is designed to help agents to rapidly respond to inbound e-mails by intelligently routing

e-mails to the most appropriate agent and offering up relevant, prepared responses.

Craig Gordon, VP International Alliances, Talisma added in Tuesday’s statement: "BT is one of the world's leading communications companies with a wealth of experience delivering communication technologies to UK businesses.”

“BT's selection of the Talisma CIM suite for its Customer Intelligence portfolio is further validation of our leadership position in the customer interaction technology market, and highlights the growing importance of integrating customer interaction technologies as part of any customer communications strategy," Gordon added.

Dacon, a value added distributor of telecommunications solutions and a Talisma reseller partner, facilitated Talisma’s partnership with BT. It is expected that Dacon will play an integral role in pre-sales support for Talisma CIM to BT and ongoing support services to BT customers.

The Talisma Knowledgebase has been well-designed with the everyday challenges of the contact center in mind. As a result, the company is able to generate large demand for its solutions as it answers key demand in the industry. This partnership with BT is likely to propel these solutions and their providers into dominant growth positions as the fight for the customer becomes more intense throughout the world.

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Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.

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