Talisma

Talisma is the leading provider of Customer Interaction Management (CIM) solutions that allow businesses to deliver an exceptional customer experience.

Talisma’s CIM solution integrates Web self-service, email response management, live chat, VoIP, phone, and campaign management with a cohesive CIM Hub, comprehensive analytics, and a system-wide knowledge base. Talisma Knowledgebase streamlines the entire documentation process for companies to share information with employees, customers, and partners. The flexible, self-learning knowledge base captures and presents current, relevant information to customers in a Web self-service mode, and to agents through a flexible portal within the single screen agent interface.

Incorporated in 1999, Talisma is based in Bellevue, Wash., with offices located across Asia, Australia, Europe, and North America.

For more information, visit www.talisma.com or contact Craig Gordon

+44 (0)1753 834562 craigg@talisma.com

Offers

Talisma CIM

Compliant with Avaya Communication Manager and Avaya IP Telephones.

Talisma Knowledgebase

Create, organize, and distribute common responses and other content to audiences through numerous methods across self and assisted service channels. Talisma Knowledgebase enhances article life cycle administration, coordinates article ratings and relevance, and gives management powerful metrics and reporting tools.

▶Provide customers with immediate answers. Give customers immediate, 24x7 access to critical information. Through a self-service portal view, customers can find answers using powerful search methods, FAQ’s, forums, and more.

▶Improve support staff effectiveness. Customer service and support staff can access the knowledge base, allowing them to reduce customer handling time and improve first contact resolution rates.

▶Reduce phone and email volumes. Reduce phone and email volume by giving customers information and self-help online.

▶Execute up-sell and cross-sell programs. Market and manage promotional campaigns related to product or service searches within the knowledge base.

▶Gain customer insight. Learn about customer needs and preferences and understand how to improve content and processes through in-depth reporting capabilities.

▶Update and share information. Encourage employees to contribute content to the knowledge base.

Solution Category

▶Call/Contact Center

Primary Industries Served

▶Banking

▶Finance

▶Education

▶Healthcare

▶Insurance

▶Travel

▶Legal

▶Hospitality

▶Manufacturing

▶Media

▶Retail

Member Presence

▶APAC

▶NAR

▶EMEA

Avaya Contact

Riz Masurekar

+91 (0)989 251 0550 masurekar@avaya.com

2 specifications

Avaya 2 is an advanced communications solution renowned for its robust features and adaptability, catering to businesses of all sizes. It is part of Avaya's strategic focus on delivering unified communications and contact center solutions that emphasize efficiency, collaboration, and customer satisfaction.

One of the main features of Avaya 2 is its seamless integration with a variety of communication tools. This includes voice, video, messaging, and conferencing capabilities that empower organizations to connect with employees and customers effortlessly. The system supports both on-premises and cloud deployment, allowing businesses to choose an infrastructure that aligns with their operational strategy.

Avaya 2 leverages cutting-edge technologies such as artificial intelligence and machine learning to enhance user experience. These technologies streamline processes by automating routine tasks and providing insights through data analytics. For instance, AI-driven chatbots can handle customer inquiries, freeing human agents to focus on more complex tasks, ultimately improving response times and customer satisfaction.

Another characteristic of Avaya 2 is its customizable user interface. The platform allows users to personalize their workspace, making it easier to access the features they use most frequently. This level of customization fosters better productivity, as employees can tailor the system to suit their specific workflows.

Security is a top priority for Avaya 2. The solution incorporates advanced security measures including encryption, authentication protocols, and compliance with industry standards to protect sensitive data. This is especially crucial for organizations handling proprietary information or customer data, as it mitigates the risk of breaches and builds trust with clients.

Moreover, Avaya 2 enhances collaboration through features such as team messaging and video conferencing, facilitating real-time communication among teams, which is essential in today’s hybrid work environment. Organizations can create dedicated channels for projects, ensuring everyone is aligned and informed.

Overall, Avaya 2 stands out in the crowded field of communication solutions due to its unique blend of features, state-of-the-art technology, and emphasis on security and customization. It serves as a reliable platform for businesses looking to enhance communication efficiency, improve collaboration, and elevate customer satisfaction in an increasingly digital world.