Speed resolution, fulfillment, and reporting with phone management
Talisma Phone empowers organizations to manage telephone interactions effectively by merging data from disparate sources and threading a constituent’s entire interaction history into a single comprehensive system. The tool benefits telerecruiting, telecounseling, fundraising, IT help desk, and other groups that interact with constituents over the phone.
Provide top-notch constituent service with an optimized desktop
Talisma Phone provides a powerful, optimized single workspace with access to all phone features, functionality, call controls, and resources necessary to provide helpful, efficient service. Users can configure a desktop view based on their specific workflow requirements.
Provide consistent answers with dynamic call scripting features
Talisma Phone offers dynamic call scripting, allowing your staff to build a script library using a simple graphical user interface. Easily personalize scripts by adding a name or inserting specific content. Recruit and retain students and facilitate donation telemarketing.
Enhance productivity with caller identification and screen pops
Talisma Phone integrates with interactive voice response (IVR) systems to enable sophisticated, customizable caller identification and notification features (“screen pops”) that provide unified contact history access. Calls and contact information arrive simultaneously into the phone workspace.
- Access the entire contact history from all channels in a single click
- Log call details to enable consistent support
Improve staff performance with better call control and management features:
- Use automatic employee availability settings to accept, reject, transfer, and terminate calls
- Configure login mechanism to the automatic call distributor (ACD) based on user's call load and availability
- Perform warm-call transfers to another user or conference others in; transfer all associated context and data to that new user
- Generate dynamic call lists using configurable parameters and the campaign workflow feature
Offer efficient third-party application access
Talisma Phone users can easily access external applications within the same screen pop. Integrate any ActiveX component, existing third-party applications, and many Web-enabled legacy systems. Our customers connect to IVRs, ACDs, and phone switch telephony equipment using industry-standard methods.