Zachary McGeary
2006 Online Self-Service report
JupiterResearch
"Talisma scored highly for reporting, and its knowledgebase management capabilities are superb," according to the JupiterResearch report, "Online Self-Service: The Slow Road to Search Effectiveness. "Additionally, clients expressed high satisfaction levels across the board. Its customer interaction management focus is well supported by its touch point escalation capabilities, and overall reporting functionality is excellent."
Nicole Engelbert
Datamonitor
"Talisma has a deep understanding of what strategic and day-to-day practices institutions need to adopt in order to successfully manage relationships across the student life-cycle. This knowledge is clearly reflected in their Multi-Channel CRM for Higher Education product suite which combines innovative technology with an interface and design that institutional users will find intuitive to use and result in more effective recruitment, retention and alumni development processes."
John Ragsdale
Vice President and Research Director
Forrester Research
"KnowledgeBase.net is a good choice for high-volume consumer [Web] self-service, with strong controls for content authoring and maintenance. The combination of KnowledgeBase.net and Talisma creates a new and compelling choice within the eService marketplace."
Gartner Research
"Talisma's product, market, and overall corporate strategies in the Customer Interaction Management space are in-line with the emerging worldwide business requirements for Service, Marketing, and contact center solutions. We look forward to Talisma's successful business execution in this important area of contact center automation and management."
John Ragsdale
Vice President and Research Director
eService, Q1 2005
Forrester Research, Inc.
"Contact center management is becoming more comfortable with leveraging inbound calls for upsell/cross-sell. Prompting customers with relevant offers while answering the question asked or addressing the issue raised can increase revenue and share of customer wallet."
Teresa Jones
Senior Research Analyst - Enterprise Applications, Application Development, Integration and Middleware
Butler Group
"Talisma Customer Interaction Suite is a powerful multi-channel Customer Relationship Management solution that provides a consolidated view of all customer interactions regardless of which channel has been used. Often, customers that telephone an organisation find that a follow-up email is handled by a different department that has no knowledge of the previous communication, leading to frustration and poor customer service. Talisma avoids this by basing all communications around a central Customer Interaction Hub. The inclusion of chat capability within the tool is still unusual in this market sector, and differentiates the solution. Organisations that need to manage customer service by whichever channel the customer selects, be that phone, chat, or email, will benefit from Talisma's offering. The solution can be fully evaluated using the Talisma QuickStart option; a pre-packaged low risk and low cost offering that can be deployed either hosted or on site within ten days."
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