Talisma Customer Interaction Management Suite Leverages IBM Content Discovery Technology.BELLEVUE, Wash. -- Talisma(R) Corporation (www.talisma.com), a leading provider of enterprise Customer Interaction Management (CIM (1) (Computer-Integrated Manufacturing) Integrating office/accounting functions with automated factory systems. Point of sale, billing, machine tool scheduling and supply ordering are part of CIM. ) solutions, today announced that it is embedding the IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) Classification Module for WebSphere Content Discovery into the Talisma CIM suite, providing users with enhanced search, access, and retrieval of contact center information, ultimately saving time and ensuring consistency across interaction channels. The new solution relies on powerful natural language technology which understands the intent of a customer's message and allows Talisma's self service and assisted service channels to accurately automate a response. Leveraging the IBM Classification Module for WebSphere Content Discovery, Talisma applications can automatically suggest more accurate responses to customers and agents, dramatically reducing overall response times and quickly adjusting to interaction volume fluxes. The product also has the ability to learn from customer and agent interactions and increase accuracy over time, thereby reducing costs without sacrificing consistency. "The integration of the IBM technology with Talisma's CIM suite gives large-scale contact centers the ability to address customer needs faster and more intelligently," said Dan Vetras, CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. and President, Talisma Corporation. "Today, many Global 1000 customers use both Talisma and IBM technologies in the contact center, and we look forward to working with IBM to provide innovative and market-leading interaction management solutions." The solution addresses the market need to equip contact centers to automate interactions, such as high volume emails. According to a report by JupiterResearch, "Lackluster e-mail response times continue to plague the online customer service landscape. A broad failure of organizations to implement e-mail automation applications has decreased consumers' satisfaction with e-mail support. With dedicated resources and appropriate technology, companies can improve response effectiveness and efficiency and lower the cost per contact of e-mail." (E-mail Automation Effectiveness: Justifying the Costs of Technology, JupiterResearch, July 2005) IBM Classification Module for WebSphere Content Discovery is part of the content discovery portfolio from IBM, a powerful new suite of solutions designed to help customers find, analyze, and ultimately maximize information regardless of where that information is stored and managed. It combines breakthrough content integration, enterprise search, text analytics and contextual delivery capabilities to shrink the gap between a need for information and the ability to make a decision. The content discovery portfolio from IBM helps you break down information silos, improve productivity, manage risk, streamline business processes, and gain unprecedented levels of business insight. Talisma and IBM will showcase the newly integrated offering at the Service and Support Professionals Association spring conference, held April 9-11 in San Diego, California “San Diego” redirects here. For other uses, see San Diego (disambiguation). San Diego is a coastal Southern California city located in the southwestern corner of the continental United States. As of 2006, the city has a population of 1,256,951. . Conference attendees can visit booth #415 to view a demonstration and learn more. About Talisma Talisma Corporation is a global provider of Customer Interaction Management solutions that enable businesses to deliver a truly exceptional customer experience. Talisma's solutions integrate the power of email, phone, chat, VoIP, and Web self-service with a robust and mature customer interaction management Web services platform, comprehensive analytics, and a system-wide knowledgebase. Talisma's global customers include Aetna, AOL (A division of Time Warner, Inc., New York, NY, www.aol.com) The world's largest online information service with access to the Internet, e-mail, chat rooms and a variety of databases and services. , Aviva, Bank of America
Bank of America (NYSE: BAC TYO: 8648 ) is the largest commercial bank in the United States in terms of deposits, and the largest company of its kind in the world. , Canon, ChevronTexaco, Citibank, Coast Capital Savings Coast Capital Savings is a credit union based in Surrey, British Columbia, and is the second largest Credit Union in Canada. The credit union was created out of a union between Richmond Savings Credit Union and Pacific Coast Savings Credit Union in 2000. , Daimler-Chrysler, Dell, DHL DHL abbr. 1. Doctor of Hebrew Letters 2. Doctor of Hebrew Literature , Ford, HGTV HGTV Home and Garden Television , Intuit, University of Alabama The University of Alabama (also known as Alabama, UA or colloquially as 'Bama) is a public coeducational university located in Tuscaloosa, Alabama, USA. Founded in 1831, UA is the flagship campus of the University of Alabama System. , Microsoft, Pitney Bowes, Siemens, Sony, Sprint, and the US Department of State. For more information, visit www.talisma.com. |
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