Talisma

Talisma provides true Customer Relationship Management across sales, service, and marketing functions, and enables organizations to quickly, effectively, and accurately communicate with customers at any time. With Talisma, organizations have the means to accelerate and sustain growth by creating personalized experiences.

Talisma offers a unified customer view through blended multi-channel support. Numerous productivity tools are available that increase response quality through automated functions, knowledge-enhanced solutions, and an organized, single window view. Management gains access to both in-depth tactical dashboards and big-picture strategic reports, driving consistent improvements.
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Analyze customer trends for effective marketing campaigns Cultivate profitable relationships through intelligent selling Create unique customer experiences for seamless service

Vertical solutions give customers a choice of channels, allowing instant communication whenever and however they prefer. Talisma scales to meet the needs of large and small businesses with diverse customer bases, and reliably withstands stringent SLAs (service level agreements). Businesses gain real control, as Talisma measures, monitors, and forecasts critical information.

The developer: Talisma, a leading end-to-end CRM solutions company that

provides integrated full customer lifecycle management products. Talisma solutions allow for businesses to create a 360degree view of customer interactions and information across a company or organization that can be leveraged for enhanced customer service as well as prospecting and sales. Talisma offers a flexible, enterprise-class interaction management platform designed to drive state-of-the-art customer communications across Email, Web, Chat, Collaboration or Phone/CTI channels.

Product description: Talisma is a highly mature enterprise-class CRM

solution. Its integrated, scalable, and robust infrastructure has been proven to raise efficiencies, lower costs and increase customer satisfaction. It enables companies of any size to effectively monitor, manage, respond to, and leverage information gathered from electronic interactions. Sophisticated features help companies respond quickly and appropriately to the rising flood of customer inquiries. In addition, Talisma effectively integrates all the electronic customer interactions throughout the organization, giving a comprehensive, consistent view of the user. Talismas campaign management and prospect management solutions allow companies to manage the entire customer life-cycle in an integrated manner.

key feature: Talisma is an integrated suite of CRM functionalities--that

provides an integrated interaction management engine (allowing multiple channels of communication), specific modules to support the customer life cycle stages of acquisition (Marketing), sales engagement (Sales Force Automation) and Retention (Customer Service/ Support module). Talisma unique features include the e-mail documentation block/trap to record all interactions with the customer be it over phone, e mail, web forms, fax or face to

face so that all Customer Conversations are trapped and are propagated to the various stake holders in the enterprise. Talisma is a solution that has been built ground up from a Single Database (which is accessed by all the applications) and this allows a single Customer Relationship Repository (CRR). This CRR can be accessed by the Marketing, Sales and Service applications, providing end users and stakeholders a 360 view of customer interactions and information across a company. Talismas easy to use CTI module can integrate Talisma core CRM system with the telephone infrastructure (ACD) seamlessly. Talisma CTI supports ready-made connectors with all the leading infrastructure vendors like Avaya, Siemens, Nortel and Ericsson.

Talisma architecture
Talisma is highly modular in its design and approach and allows a phased implementation methodology. Also, the accent in Talisma is on quick implementation time frames so that organizations can derive quick benefits from the system. Customer base:Talisma is targeted at segments include Banking Financial Services (BFSI), Contact Centers and BPO, and Consumer Durables. Talismas base of within the CRM segment in India covers more than 60 customers. These include Citibank, HDFC Bank, Prudential ICICI, Aviva Insurance, IDBI Bank, Sony, Samsung, amongst others.

Talisma benefits for customers:

 a)Talisma is a powerful, yet easy-to-use, integrated solution, that can provide superior service, marketing, and sales, at all touch points by automatically capturing preferences, interactions, and other data and leveraging that knowledge in every department throughout the company.  b) Talisma helps to increase opportunities to market and up-sell through multiple touch pointsphone, e-mail, fax, chat, VoIP, Web self help, or Web form. It allows routing of interactions intelligently and efficiently from any touch point with user-designed routing rules, raising the lifetime value of each customer

 c) Talismas Internet-friendly design helps to increase rep productivity and accuracy with Canned responses, AutoCategorization, AutoText, and other features that eliminate hours of daily manual entry.  d) Organizations can raise customer satisfactionand salesthrough timely, relevant, personalised interactions. Talisma allows individuals to quickly customise elements of the user interface with drag-and-drop ease and add custom fields, categories, and properties with a few simple clicks. It also enables creation of user-defined filters to effectively segment data to show only the information that the user needs.  e) Talisma features sophisticated queuing, routing, and threading, as well as rules and workflow to tie together the various customer interactions into a unified and useful metaphor.  f) Organizations can design powerful traditional and electronic marketing campaigns with an easy-to-use, graphic workflow tool and create custom reports and in-depth analyses using an integrated analytic engine.  g) Talisma frees scarce IT resources for other mission critical projects by offering service, marketing, and sales as ASP hosted solutions. Talisma Online Service offerings include e-mail management, phone logging, electronic direct marketing (EDM) and campaign management, live collaborative chat, web self-help, and trend reporting.