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Talisma Customer Interaction Management (CIM)
How do organizations not only meet, but consistently exceed growing customer service demands? Strategic-thinking organizations rely on Talisma Customer Interaction Management (CIM) solutions to deliver a truly exceptional customer experience. A fully integrated suite, this dynamic solution empowers the customer to leverage preferred communication methods, including self-service, chat, email, phone, or VoIP, and feel valued at every touchpoint.
Scalable to handle millions of interactions, Talisma CIM:
- Improves operational efficiency
- Reduces costs associated with customer interactions
- Ensures customer loyalty
- Increases revenues
- Enhances agent productivity
The CIM Difference
Provide an Integrated, Cross-Channel Customer Experience: Share interaction histories, customer and company data, and common tools across all communication channels, providing a positive experience for the customer and facilitating seamless escalation between channels.
Share Knowledgebase Resources:
Create, organize, and distribute common responses and other key information in Talisma Knowledgebase, delivering consistent messages across self-service and assisted service channels and increasing first contact resolution.
Quickly Process Inquiries Using the Talisma Customer Interaction Hub:
All incoming communications and escalated self-service events pass through
The Talisma Customer Interaction Hub for common queuing and routing to the most appropriate agent and to display all of a customer’s interactions in a single view.
Drive Ongoing Improvements with Robust System-wide Reporting:
Management gains access to both in-depth analytical dashboards and big-picture strategic reports, enabling continuous agent and team performance improvement.
Integrate with 3rd party systems to maximize Talisma CIM: Connect to existing CRM systems and other back-office applications and data, leveraging past investments and improving service speed and quality.
Powerful, Rapid and Flexible Deployment:
Deploy Talisma CIM onsite or as a hosted service from Talisma’s state-of-the-art data center.
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