Talisma's NetAgent 6.6 intended to increase customer satisfaction/agent productivity.Talisma, a provider of multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. solutions, has announced the launch of NetAgent 6.6, a comprehensive multichannel interaction management solution for contact centers that is intended to make it easier for contact center and customer service agents to provide exceptional customer service. Key enhancements include an updated version of NetAgent Chat that allows agents to proactively engage Web site visitors, based on unique criteria, using real-time text messaging Sending short messages to a smartphone, pager, PDA or other handheld device. Text messaging implies sending short messages generally no more than a couple of hundred characters in length. . It also enables agents to assist customers with form completion and provides the ability to "push" Web pages to potential customers while co-browsing. Developed specifically for contact centers, this latest release is comprised of NetAgent E-mail, NetAgent Chat and NetAgent CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. . Talisma NetAgent 6.6 can intelligently dispatch and route incoming requests to agents across multiple channels, to ensure customers receive the optimum level of service necessary to resolve their issues. [ILLUSTRATION OMITTED] Additionally, NetAgent 6.6 ships with many new telephony enhancements, including multi-line voice conferencing See teleconferencing. and screen-popup countdown. www.talisma.com |
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