Talisma announces Version 5.1.Talisma recently announced the general availability of Talisma 5.1, which was designed to enable organizations to increase customer responsiveness responsiveness Medtalk The ability to respond to a stimulus. See Airway responsiveness. through 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 interaction management solutions, while reducing service, marketing and sales costs. The new offering features the integration with knowledge-sharing software from Primus Knowledge Solutions, Inc. Primus products integrated with Talisma's multichannel 5.1 suite include Primus eServer See IBM server series. knowledgebase, Primus Answer Engine to power natural language search and Primus Web Self-Service solutions. The Talisma Knowledge Management module enables call centers, help desks and other support organizations to continually con·tin·u·al adj. 1. Recurring regularly or frequently: the continual need to pay the mortgage. 2. capture information from customers and employees. Agents can author, refine, share and use knowledge solutions as a natural part of the service and support workflow The automatic routing of documents to the users responsible for working on them. Workflow is concerned with providing the information required to support each step of the business cycle. to provide consistent and relevant customer response. As knowledge solutions are added to the knowledgebase, they become immediately available for shared use across multiple channels, including phone, e-mail, chat and Web self-service throughout the enterprise and with customers and partners. www.talisma.com |
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