BT Customers to Benefit from Talisma CIM Suite to Maximise Intelligent Contact Management

LONDON--Talisma^® Corporation (www.talisma.com), the leading provider of Customer Interaction Management (CIM) solutions, today announced that it has formed a partnership with BT to provide the Talisma CIM suite as part of the BT Customer Intelligence (CI) proposition. BT’s CI proposition offers contact centres a comprehensive range of technologies to improve the customer experience and efficiency. By adding the Talisma CIM suite, BT can equip contact centres with the very latest customer interaction tools to optimise the experience of their own customers across all communication channels.

Talisma Knowledgebase will form a key component of the BT Customer Intelligence portfolio, enabling contact centres to develop dedicated e-services portals and comprehensive knowledge management capabilities. Using Talisma Knowledgebase, contact centres can reduce customer handling time and improve first contact resolution rates by providing agents with easy access to the information they need for rapid, informed and consistent responses. Talisma Knowledgebase can also be deployed as a Web Self-Service portal, allowing customers to find the information they want 24X7, while reducing incoming phone and email enquiries.

Simon Batley, Head of CRM Applications -- CRM Practice, BT Global Services, said: “The Talisma CIM suite offers the very latest customer interaction tools and has a proven track record in delivering real return on investment for UK contact centres. BT has a number of active opportunities for its Customer Intelligence proposition and our partnership with Talisma will be key to arming our customers with the right tools to optimise their contact centres and maximise customer experiences.”

In addition to Talisma Knowledgebase, BT Customer Intelligence will offer other tools from the Talisma CIM suite, including Talisma Chat and Talisma Email. Talisma Chat allows contact centre agents to conduct live chat sessions, providing customers with personalised on-demand assistance via the website to increase satisfaction and improve conversion rates. Talisma Email helps agents to rapidly respond to inbound emails by intelligently routing emails to the most appropriate agent and offering up relevant, prepared responses.

Craig Gordon, VP International Alliances, Talisma added: “BT is one of the world’s leading communications companies with a wealth of experience delivering communication technologies to UK businesses. BT’s selection of the Talisma CIM suite for its Customer Intelligence portfolio is further validation of our leadership position in the customer interaction technology market, and highlights the growing importance of integrating customer interaction technologies as part of any customer communications strategy.”

Talisma’s partnership with BT was facilitated through Dacon, a value added distributor of telecommunications solutions and a Talisma reseller partner. Dacon will play an integral role in pre-sales support for Talisma CIM to BT and ongoing support services to BT customers.

About Talisma

Talisma Corporation is the leading provider of Customer Interaction Management (CIM) solutions that empower businesses to deliver an exceptional online customer experience. Talisma’s proven products help customer service and support organisations 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’s global customers include AOL, Banque Populaire, Betdaq, Citibank, Dacorum Borough Council, Dell, DHL, E.on, EPSON, Ericsson, John Lewis, Microsoft, Mothercare, Pitney Bowes, Siemens, Sony, Sprint, Teleflora, Tupperware, NHS University Hospital of Leicester and Xchanging. Talisma is headquartered in Bellevue, Washington, and has offices located across Asia-Pacific, Europe, and North America. For more information, visit www.talisma.com.