Royal Bank of Canada Selects Talisma's CIM

Talisma Corporation (News - Alert), a Customer Interaction Management software vendor, has announced that Royal Bank of Canada has selected Talisma to provide customer support to its online clients. With the selection of Talisma, RBC will be able to customize the use of Talisma Chat, E-Mail, and Knowledgebase to provide customer support.

"Canadians are using online services for financial needs more often: doing research, completing applications or transactions," said James McGuire, vice-president, RBC Online Strategy and Client Experience. "Talisma's product will enable real-time support for our customers, including chatting online with an RBC representative and allowing an RBC representative to co-browse onscreen information in order to provide help."

Talisma's comprehensive product and services capabilities were crucial to meeting the bank's stringent selection criteria and security requirements.  The Talisma CIM Suite presents a complete history of interactions across all communication channels so agents are presented with a 360 degree view of the customer relationship.

A couple months ago MoneyControl, an Indian industry journal, reported that Talisma has released CRM 7.2, saying Talisma CRM 7.2 "includes over 20 new features and enhancements, including the addition of Talisma WebAxs, SMS text messaging and emergency notification."

The product is certified for Microsoft (News - Alert) Vista, and Microsoft Office 2007, MoneyControl says.

Talisma’s latest offering lets businesses "provide a highly personalized customer experience with new features, such as the SMS text as a component of the Campaign module, event management enabled for payment gateway integration, truly on the cutting edge of innovation," Talisma officials say, adding "the new capabilities in this latest offering will open new avenues for businesses to communicate better with important customers."

Dan Vetras, President & CEO of Talisma, said the latest release is aimed at verticals such as BPOs, the hospitality industry and retail. "In Talisma CRM 7.2, we fine-tuned existing areas of our suite to improve the company’s offering," he said.

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David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.