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Talisma Customer Interaction Management Suite Leverages IBM Content Discovery Technology

  • 07 April, 2006 11:26

<p>Talisma® Corporation (, a leading provider of enterprise Customer Interaction Management (CIM) solutions, today announced that it is embedding the IBM Classification Module for WebSphere Content Discovery into the Talisma CIM suite, providing users with enhanced search, access, and retrieval of contact center information, ultimately saving time and ensuring consistency across interaction channels.</p>
<p>The new solution relies on powerful natural language technology which understands the intent of a customer's message and allows Talisma's self service and assisted service channels to accurately automate a response. Leveraging the IBM Classification Module for WebSphere Content Discovery, Talisma applications can automatically suggest more accurate responses to customers and agents, dramatically reducing overall response times and quickly adjusting to interaction volume fluxes. The product also has the ability to learn from customer and agent interactions and increase accuracy over time, thereby reducing costs without sacrificing consistency.</p>
<p>“The integration of the IBM technology with Talisma’s CIM suite gives large-scale contact centers the ability to address customer needs faster and more intelligently,” said Dan Vetras, CEO and President, Talisma Corporation. “Today, many Global 1000 customers use both Talisma and IBM technologies in the contact center, and we look forward to working with IBM to provide innovative and market-leading interaction management solutions.”</p>
<p>The solution addresses the market need to equip contact centers to automate interactions, such as high volume emails. According to a report by JupiterResearch, “Lackluster e-mail response times continue to plague the online customer service landscape. A broad failure of organizations to implement e-mail automation applications has decreased consumers' satisfaction with e-mail support. With dedicated resources and appropriate technology, companies can improve response effectiveness and efficiency and lower the cost per contact of e-mail.” (E-mail Automation Effectiveness: Justifying the Costs of Technology, JupiterResearch, July 2005)</p>
<p>IBM Classification Module for WebSphere Content Discovery is part of the content discovery portfolio from IBM, a powerful new suite of solutions designed to help customers find, analyze, and ultimately maximize information regardless of where that information is stored and managed. It combines breakthrough content integration, enterprise search, text analytics and contextual delivery capabilities to shrink the gap between a need for information and the ability to make a decision. The content discovery portfolio from IBM helps you break down information silos, improve productivity, manage risk, streamline business processes, and gain unprecedented levels of business insight.</p>
<p>About Talisma
Talisma Corporation is a global provider of Customer Interaction Management solutions that enable businesses to deliver a truly exceptional customer experience. Talisma’s solutions integrate the power of email, phone, chat, VoIP, and Web self-service with a robust and mature customer interaction management Web services platform, comprehensive analytics, and a system-wide knowledgebase. Talisma's global customers include Aetna, AOL, Australian Department of Parliamentary Services, Aviva, Bank of America, Canon, ChevronTexaco, Citibank, Coast Capital Savings, Daimler-Chrysler, Dell, DHL, Ford, HGTV, Intuit, University of Alabama, Microsoft, Pitney Bowes, Siemens, Sony, Sprint, St George Bank, the US Department of State and Yarra Valley Water. For more information, visit</p>
<p>For further information please contact:
Paul Bunn Talisma 07 3211-1431
Shuna Boyd BoydPR 02 9418 8100</p>

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