Avaya Innovations 2 - Manual (Page 46)

Talisma
Talisma is the leading provider of Customer Interaction Management (CIM) solutions that allow
businesses to deliver an exceptional customer experience.
Talisma’s CIM solution integrates Web self-service, email response management, live chat, VoIP, phone,
and campaign management with a cohesive CIM Hub, comprehensive analytics, and a system-wide
knowledge base. Talisma Knowledgebase streamlines the entire documentation process for companies
to share information with employees, customers, and partners. The flexible, self-learning knowledge
base captures and presents current, relevant information to customers in a Web self-service mode, and
to agents through a flexible portal within the single screen agent interface.
Incorporated in 1999, Talisma is based in Bellevue, Wash., with offices located across Asia, Australia,
Europe, and North America.
For more information, visit www.talisma.com or contact
Craig Gordon
+44 (0)1753 834562
[email protected]
Offers
Talisma CIM
Compliant with  Avaya Communication Manager
and Avaya IP Telephones.
Talisma Knowledgebase
Create, organize, and distribute common responses
and other content to audiences through numerous
methods across self and assisted service channels.
Talisma Knowledgebase enhances article life cycle
administration, coordinates article ratings and
relevance, and gives management powerful metrics
and reporting tools.
Provide customers with immediate answers.
▶
Give customers immediate, 24x7 access to critical
information. Through a self-service portal view,
customers can find answers using powerful search
methods, FAQ’s, forums, and more.
Improve support staff effectiveness.
▶
Customer
service and support staff can access the knowledge
base, allowing them to reduce customer handling
time and improve first contact resolution rates.
Reduce phone and email volumes.
▶
Reduce phone
and email volume by giving customers information
and self-help online.
Execute up-sell and cross-sell programs.
▶
Market
and manage promotional campaigns related to
product or service searches within the knowledge
base.
Gain customer insight.
▶
Learn about customer
needs and preferences and understand how to
improve content and processes through in-depth
reporting capabilities.
Update and share information.
▶
Encourage employees
to contribute content to the knowledge base.
Solution Category
Call/Contact Center
▶
Primary Industries Served
Banking
▶
Finance
▶
Education
▶
Healthcare
▶
Insurance
▶
Travel
▶
Legal
▶
Hospitality
▶
Manufacturing
▶
Media
▶
Retail
▶
Member Presence
APAC
▶
NAR
▶
EMEA
▶
Avaya Contact
Riz Masurekar
+91 (0)989 251 0550
[email protected]