Leading high speed satellite ISP to boost agent efficiency and customer satisfaction with Customer Interaction Management
BELLEVUE, Wash.--Talisma® Corporation (www.talisma.com), the market leader in Customer Interaction Management (CIM) solutions, today announced that WildBlue Communications, a leading provider of satellite broadband Internet services, has selected Talisma Chat, Talisma Email, and Talisma Knowledgebase, which are unified by the Talisma Customer Interaction Hub to improve service and support for both agents and customers.
“With Talisma Knowledgebase, WildBlue has already begun to see the impact that Web self-service can have in terms of cost savings, and increases in agent productivity,” said Floyd Turner, Senior Manager of Customer Care, WildBlue Communications. “We’re looking forward to seeing the benefits of leveraging the power of Talisma Knowledgebase in conjunction with Talisma Email, and Talisma Chat.”
Talisma will help WildBlue Communications’ 200 customer service agents improve day-to-day operations used to assist customer inquiries. Additionally, WildBlue customers will be able solve their own issues by using Web self-service provided by Talisma Knowledgebase, or they can even escalate the interaction by initiating a live chat session with an agent through Talisma Chat, or by submitting an email request routed to the most appropriate agent through Talisma Email.
The award-winning Talisma CIM suite integrates Talisma Chat, Talisma Email, and Talisma Knowledgebase across all agent and self-assisted customer contact channels. The integration of the communication channels allows agents to seamlessly alternate service channels and provides agents with a view of prior self-service searches and returned results. The Talisma Customer Interaction Hub (CIH) provides a unified framework for integrating previously siloed information. The CIH delivers single window access to other applications such as CRM, ERP, and order management. The Talisma CIH is the glue that binds the customer story together and provides unique access into other applications critical to serving customers.
“WildBlue Communications’ desire to provide their customers and agents with tools that will actually improve service demonstrates a strong commitment to their customers and industry,” said Dan Vetras, President & CEO, Talisma. “WildBlue will soon see the clear difference between their previous online service solution compared to Talisma, and they will not be disappointed. We’re pleased that WildBlue selected us to help them provide an improved customer experience.”
About Talisma
Talisma Corporation is the leading provider of Customer Interaction Management (CIM) solutions that empower businesses to deliver an exceptional customer experience. Talisma’s proven products help customer service and support organizations to proactively and reactively engage in a continuous customer dialogue by integrating Web self-service, email response, live chat, VoIP, phone, and campaign management with comprehensive analytics and a system-wide knowledge base. Talisma has more than 800 customers globally including Aetna, AOL, Aviva, Bank of America, Canon, ChevronTexaco, Citibank, Comcast, Daimler-Chrysler, Dell, DHL, Ford, University of Notre Dame, Microsoft, Pitney Bowes, Siemens, Sony, Sprint, VeriChip Corporation, and the U.S. Department of State. Talisma is headquartered in Bellevue, Washington, and has offices located across Asia-Pacific, Europe, and North America. For more information, visit www.talisma.com.
