Talisma Rolls Out CIM 8.0

Talisma, a provider of Customer Interaction Management (CIM) solutions, has launched Talisma CIM 8.0, the latest version of its customer service, sales, and support suite.

Talisma CIM 8.0 consists of numerous updates, including the addition of proactive capabilities in the two new CIM products Talisma Campaign and Talisma VoIP, and the existing Talisma Chat.

Talisma Campaign is a multi-channel proactive service campaign creation, management and tracking application that enables businesses to provide a personalised customer experience. Talisma VoIP offers Web site visitors instant access to a live agent through Voice over Internet Protocol technology.

The proactive capabilities in Talisma Chat and Talisma VoIP claim to enable businesses to provide rapid, personalised service to the customer at the point of need either through live chat or voice communication. These functions allow businesses to increase customer satisfaction, reduce Web site abandonment, and drive increased sales closure rates while at the same time reducing telephony operational costs.

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Talisma CIM 8.0 claims to offer enhanced multi-channel Web collaboration and co-browsing capabilities. The features include assisted form filling for agents with field level security, and visitor/agent page synchronisation.

CIM 8.0 also includes a Real-Time Dashboard and Historical Report Builder that graphically represents continuously refreshed statistics, has new analytical capabilities allowing for the tracking of sales values, and the comparison of proactive versus reactive chat and voice interactions.