Talisma Corporation (News - Alert), selling what it calls Customer Interaction Management software, has announced availability of version 8.1 of its multi channel products. This release adds capabilities to Talisma Chat (News - Alert), Talisma E-mail and reporting, company officials say.
"With 8.1, Talisma provides functionality to help businesses cross sell and upsell to their customer base," with the additional reporting in 8.1 giving businesses "an in-depth look at how they can deliver the best customer experience," said Dan Vetras, President and CEO, Talisma Corporation.
Talisma Chat 8.1 enables Payment Card Industry compliance for companies that accept online payments: "Agents can see customer credit card information and other personal data in the chat window, however, any data matching pre-configured patterns will be removed from the transcript and CIM database," company officials say.
Agents are also notified which proactive rule triggered the chat invitation, and invitations can now be page specific and support additional functionality for displaying invitations, such as location.
Using rules, Talisma Chat can now set customer status to Hot, Warm or Cold, letting the agent see if a sales prospect is hot, warm or cold. The product also displays the number of customers that would have been presented a proactive invitation if an agent was available.
Talisma E-mail 8.1 lets agents split an e-mail into multiple threads "useful for e-mails with multiple questions that need to be handled by different mail queues," company officials say.
The product requires input from agents when they are completing an e-mail response, and placeholders show agents where they need to insert responses in their message back to customers.
Last month Talisma announced version 8.1 of the Talisma Knowledgebase (News - Alert) with what company officials say are "enhancements to search capabilities."
The new functionality is intended to improve service quality by providing powerful search technology to contact center agents and Web self service customers.
"With its advanced search capability, the Talisma Knowledgebase steps ahead of the competition and significantly improves first contact resolution rates with knowledge driven web self service and assisted service," said Dan Vetras, President and CEO, Talisma Corporation.
The new search capabilities in the Talisma Knowledgebase include concept matching, which builds a conceptual understanding of content and ranks search results by relevance to the user's query, and automatic summarization, which adds value to search results by dynamically building and displaying summaries for each document returned, making it easier for users to identify the right document before they click to view it.