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ACN Pacific Goes Online with Talisma Chat, Email and Knowledgebase

  • 03 May, 2007 16:57

<p>Talisma Corporation (, the leading provider of Customer Interaction Management (CIM) solutions, today announced that ACN Pacific Pty Ltd ( &amp;, a direct-to-the-customer telecommunications service provider, has selected Talisma Chat, Email, and Knowledgebase for its contact centre.</p>
<p>Talisma Chat enables a single user to handle several simultaneous chat sessions. In some instances it has increased agent productivity by up to 400 percent and reduced average call handling time by up to 30 percent. Talisma Email helps users respond rapidly to inbound emails and reduce response times by intelligently routing emails to the best agent based on expertise, customer priority, and availability. Talisma Knowledgebase, an intelligent, integrated knowledge management solution with easy to use document creation and management tools, enables agents and customers to access information 24x7 from any standard Web browser.</p>
<p>“Prior to implementing the Talisma CIM suite, inbound telephone was the company’s only customer communication channel,” said Shane Cahill, Business Performance Manager of ACN Pacific. “There were the associated costs of doing business that way, but the world has changed and we weren’t providing a convenient range of customer communication channels. Talisma will help us reduce operational costs, provide a more efficient service and expand the contact options for our customers.”</p>
<p>By deploying Talisma, ACN Pacific customers can interact with agents via their preferred communication channel without having to repeat themselves each time. Talisma Knowledgebase will also provide customers with a self-service option which will reduce phone enquiries when deployed.</p>
<p>“ACN Pacific evaluated a number of vendors but Talisma’s solution was very competitively priced and it gives our users an intuitive, feature-rich and easy to understand workspace,” said Cahill.</p>
<p>“Our call centre staff can have the knowledge base populating information in one window of the frame to see what the customer is talking about while still having easy access to other application functions. Being able to push pages to customers, especially if you have a technical issue, is another extremely useful feature.”</p>
<p>As well as increasing the number of channels available to customers, ACN Pacific is hoping to increase customer satisfaction. “Through the combination of Talisma Chat, Email and Knowledgebase we’re really hoping to increase our first call resolution rate, and reduce the overall number of inbound enquiries,” said Cahill.</p>
<p>“Telecommunications service providers have one of the most demanding customer service environments in business today, and we’re very excited to be working with an organisation like ACN Pacific which is at the forefront of offering choice to Australian consumers,” said Paul Bunn, Managing Director of Talisma in Australia.</p>
<p>About Talisma Knowledgebase
Talisma Knowledgebase enables companies to quickly and cost-effectively provide customers 24/7/365 access to information through the web. The powerful search engines in Talisma Knowledgebase ensure customers get rapid, accurate and consistent responses. It also improves internal productivity by giving agents and employees access to expert, real-time information. Flexible article access, easy authoring and robust review workflow further enhance the centralised knowledge repository. A powerful reporting tool indicates which articles users look for and what is unavailable, driving continuous improvements.</p>
<p>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’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. Talisma is headquartered in Bellevue, Washington, and has offices located across Asia-Pacific, Europe, and North America. For more information, visit</p>
<p>About ACN Pacific
ACN Pacific is a subsidiary of the world’s largest direct seller of telecommunications services with millions of customers in 19 different countries throughout North America, Europe and Asia Pacific and revenues of over US$500 million. Globally, ACN’s services include: local and long distance calling, mobile telephone, DSL/Broadband and innovative cutting-edge technologies such as VoIP and video phone.</p>
<p>For further information please contact:
Paul Bunn Talisma 07 3211 1431
Shane Cahill ACN Pacific 02 8214 4133
Shuna Boyd BoydPR 02 9418 8100</p>

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