Talisma Customer Interaction Management (CIM) 8.0

Provide an Even More Exceptional Customer Experience with Every Interaction

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The Value of CIM 8.0
	Extend channel offerings to proactively engage customers and prospects to:
	Further enhance the customer experience Uncover new business opportunities Deflect inbound service inquiries
	Facilitate a continuous customer dialog to earn respect and loyalty
	Deliver new and innovative technologies and channel alternatives
	Further integrate unified-channel interaction management needs
	Enhance cross-channel analytics and business processes

Proactively Engage with Customers & Create a Continuous Dialog

Talisma VoIP provides customers with instant access to a live agent via Voice over Internet technology.

Improve Service and Build New Customer Relationships

Integrated Communication Channels  

• Talisma Chat: Extended Web collaboration scales to support agents co-browsing with visitors, including Web form filling and page pushing.
• Talisma Knowledgebase: Supports regional settings, non-English characters and character sets in the glossary, and is certified on Japanese OS and SQL in Japanese locale.
• Talisma Email: Advanced search capabilities and introduces Talisma Answer, a powerful add-on module that intelligently automates email response management.
• Agent desktop: Enhanced GUI allowing supervisors and agents to customize workspaces for improved efficiencies.

A Unified Framework - Customer Interaction Management HUB 

• Proactive Rule Builder: Non-technical administrators can support Talisma Voice and Talisma Chat with established rules and processes for when to push a chat or voice invitation to a Web site visitor. The system can be configured based on several criteria, such as length of time on a page or browsing behavior.
• New Chat Workflow Builder: Triggers actions based on pre-defined chat events, such as start, end, or chat transfer.

Cross-channel Reporting 

• Real-time Dashboard: A variety of continuously refreshed graphs depict current statistics for comparison and analysis.