Talisma announced today the fifth generation of its customer service management (CSM) suite based on an integrated platform for managing cross-channel customer interactions including real-time chat, collaboration and instant messaging. WebCenter enables multi-contact queuing, routing, management and threaded interactions that provide agents with an integrated view of all customer communications within a single Outlook-style window.
Today more than ever companies are striving for ways to manage the rising demand for comprehensive customer support solutions and services. Traditional service offerings simply cannot scale to meet this challenge – both in personnel and costs, stated Dan Vetras, CEO, Talisma Corporation . Our vision is to transition customer service into a strategic advantage for an organization with integrated multi-channel communications while reducing the overall costs of delivering superior service.
WebCenter 5.0 integrates enhancements across the entire suite with improved real-time collaboration in the form of chat, instant messaging and collaborative web conferencing; enhanced analytics including trend analysis, packaged OLAP cubes and an enhanced dashboard; integrated prospect management and campaign tools that manage the full lifecycle of customer experience and multi-lingual and media-based canned responses; desktop and application sharing.
According to IDC Research, businesses will spend over 71 000 million on e-customer service by 2005. The Gartner Group expects 70 per cent of all call centers to have Internet integration by 2007 and Jupiter Media Metrix expects 67 million people to use chat for service in 2005.
Filipe Samora
2003-05-19
Em Foco – Pessoa