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Introducing Collaborative Browsing, Enhanced Analytics, and Advanced Manageability and Administration - Underpinned by Key Developments to Architectural Framework
BELLEVUE, Wash., May 25, 2004 - Talisma™, a leading provider of multi-channel CRM solutions, today launched v6.0 of the Talisma Customer Interaction Suite. This latest release introduces enhanced features across Talisma Chat, Talisma Analytics, Talisma Email Response, Talisma Phone, Talisma Self-service, and Talisma Campaign, as well as significant architectural developments in system extensibility, scalability, and manageability.
Talisma's enterprise-class chat solution is designed to support thousands of users and hundreds of workgroups. One of Talisma v6.0's more powerful features, the addition of knowledgebase and collaborative browsing to Talisma Chat, now enables customer service representatives (CSRs) to offer support via the Web to "co-browse" with a customer. This allows CSRs to provide valuable assistance with tasks such as online form filling, online purchasing, and site navigation.
"We continue to look for ways to provide innovative support solutions for our customers worldwide," said Lori Moore, Corporate Vice President, Product Support Services, Microsoft Corporation. "Our global support team found that using Talisma's Multi channel CRM for enterprise chat enabled another tremendous way to support our customers online and increase the opportunity for our organization to realize the benefits of this kind of technology as an alternative to traditional phone support."
Talisma v6.0 makes business decision-making easier with consolidated, out of the box reports available in Talisma Analytics. Scenario planning, as well as historical reporting, is supported through Talisma v6.0's new framework for enhanced online analytical processing (OLAP).
From a business and IT perspective, Talisma has also made significant enhancements in system manageability and administration to its Customer Interaction Suite. Talisma simplified business administration functionality through the redesign of rules management and additional delegated administration functionality. From an IT support point of view, client downloads and automatic intelligent updates ensure that installation and ongoing maintenance are easy and painless.
"As well as the important developments in end-user functionality, Talisma v6.0 represents an architectural milestone for Talisma," said Dan Vetras, President and CEO of Talisma. "We recognize the technological changes that are happening in the market and the changing needs of our customers. Accordingly, we have focused on delivering a more extensible, maintainable, and scalable suite of applications, capable of open integration and communication."
Key architectural developments for the Talisma Customer Interaction Suite include:
- Highly configurable, user-defined workspaces
- Enhanced scalability on the application-server middle tier supporting 2,000 concurrent users
- Rapid extensibility to match an organization's specific requirements through a custom object, event, and action framework
- Increased eMarketing throughput of up to 300,000 Emails an hour per Xeon dual processor; up to 1M emails per hour with 5 Xeon dual processors
"There is clearly a strong demand for eService, eMarketing and contact center solutions among mid-to-large enterprises," said Esteban Kolsky, Research Director, Gartner Research. "We expect to see an enthusiastic response from companies as they begin to embrace the latest contact center automation and management solutions on the market today."
About Talisma
Talisma is a global provider of multi-channel CRM solutions that integrate the power of self-service, Email, chat, phone, and campaign applications with a mature, robust, enterprise multi-channel interaction management platform, comprehensive analytics, and a fully integrated system-wide database. Talisma's global customers include Microsoft, Citibank, Coast Capital Savings, Dell, Aviva, HGTV, MWB, and Sony. For more information, visit us at www.talisma.com.
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