Talisma Releases Click to Call for Sales Support and Customer Service
Seamless Escalation from Web to Phone Improves Customer Experience
and Contact Center Efficiency
BELLEVUE, Wash. (Business Wire EON) April 29, 2008 --
Talisma® Corporation (www.talisma.com),
the leading Customer
Interaction Management (CIM) software solution provider, today
announced the release of Talisma
Click to Call, a product that enables seamless escalation from Web
to phone. For both sales support and customer service, Talisma Click to
Call increases the quality of the customer experience and the efficiency
of the contact center.
“Click-to-call promises productivity gains,
with conversion rates for click-to-call interactions being approximately
25 percent higher than are typical call center conversion rates,”
said Zachary McGeary, Associate Analyst with JupiterResearch and author
of the report “Real-time Online Interaction
Strategies;” “The
click-to-call option allows access to agents within the context of an
online interaction. This contextual nature can decrease inquiry handling
time by as much as 20 percent (vs. traditional reactive interactions),
relatively better meeting customers’
expectations around efficiency.”
Web site visitors using Talisma Click to Call can request an immediate
call from an agent or they can schedule a call back at a specific time.
Using this service option enables them to avoid navigating tedious phone
menu options and waiting on hold to speak with an agent. The customer
also does not have to spend time explaining the context of their
question as the agent already knows which web page the customer was on
when they originated the call.
Contact centers deploying Talisma Click to Call will experience a
decrease in call times and an increase in first call resolution rates.
It also gives contact centers the queue placement features previously
only available in costly telephony systems.
“We are pleased to add Talisma Click to Call
to our Customer Interaction Management (CIM) product line,”
said Brad
Birnbaum, CTO, Talisma Corporation. “It
will enable our customers to offer a new interaction channel that
leverages both their website and existing contact center infrastructure
and at the same time increase customer satisfaction.”
Talisma
Click to Call can be easily deployed on any web site and it
integrates with any CRM system. It can be purchased alone or with other Talisma
Customer Interaction Management (CIM) solutions.
About Talisma
Talisma is the leading Customer Interaction Management (CIM) software
solution provider enabling organizations globally to deliver an
exceptional online customer experience while dramatically increasing
their efficiency and effectiveness. Talisma’s
customers include Aetna, AOL, Canon, Citibank, Comcast, Dell, DHL, Ford,
University of Notre Dame, Microsoft, Pitney Bowes, Siemens, Sony, and
Sprint. Talisma is headquartered in Bellevue, Washington, and has
offices located across Asia-Pacific, Europe, and North America. For more
information, visit www.talisma.com.
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