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| Talisma Leverages CrystalVoice Technology Talisma Corporation has announced a strategic licensing agreement with CrystalVoice Communications, Inc. to deliver Voice over Internet solutions. The agreement between the two companies includes the integration of CrystalVoice’s Click-to-Talk and Remote Extension technology within Talisma-powered agent and customer interfaces, creating Talisma Voice, a seamless voice channel offering. Talisma’s CIM suite fully integrates multiple communication channels, including email, chat, Web self-service, and phone with an intelligent knowledgebase, robust business process functionality, third-party data, and extensive reporting capabilities. It can be deployed on-site or on-demand and is built on a secure, extensible platform that can scale to handle millions of interactions per month. Talisma Voice will allow Web site visitors to click a link and immediately connect, via the Internet, to a contact center agent, an after hours support line, or a remote agent. The Talisma and CrystalVoice integration enables cross-channel data sharing between Talisma’s self-service, chat, and email channels and the “click-to-talk” technology, allowing the full context of a customer’s Web interaction history to be preserved and available to the agent handling the voice interaction. As a result, an inquiry can be met without requiring the customer to leave the Web site, place a traditional phone call, navigate through an IVR system, or wait for an available agent and start the interaction a second time. In addition, the Talisma Voice-enabled agent can further enhance and expedite the interaction by sharing informative Web pages with the customer while they talk. In the same manner that Talisma Chat drives increased sales conversion rates, Talisma Voice will help enterprises reduce Web site abandonment, convert browsers to buyers, and efficiently close complex transactions. By strategically placing 'Talk Now' icons on Web pages identified with high abandonment rates, enterprises will dramatically improve sales conversion rates without added costs. To increase an enterprise’s ability to target specific customers and improve the customer experience, the icons could be dynamically generated based upon agent availability, client profile, site use, and other business rules. Talisma Voice leverages CrystalVoice’s highly scalable and reliable VoIP architecture, providing stringent security required by small businesses, enterprises, and service providers. write your comments about the article :: © 2006 Computing News :: home page |