Contact Center Solutions Featured Article

Talisma, ClickFox Partner for Customer Experience Analytics

January 30, 2008

Talisma Corporation, which describes itself as a Customer Interaction Management (CIM) software product vendor, has announced a partnership with ClickFox, which sells Customer Experience Analytics software and services. The firms will sell an integrated product with the Talisma CIM Suite and the ClickFox CBI software.

 
“The partnership of ClickFox and Talisma has the power to provide businesses with a ‘Total View’ of the customer experience,” said Marco Pacelli, CEO of ClickFox. 
 
ClickFox software maps customer interactions to a business-relevant model of the system, offering some insight into how customers are interacting with a business. Using the ClickFox Customer Experience Analytics system, company officials say, firms can reduce operational costs and improve customer satisfaction.
 
The ClickFox – Talisma product will put interactions into an intuitive, visual map, “revealing what customers actually do and why, so that companies can align customer needs with their business objectives,” officials from both firms say.  For example, an agent using Talisma Chat can determine the best proactive offer for a customer, based on the customer’s history and behavioral patterns while on the Web site.
 
In mid-December Talisma announced that Soft Surroundings, a catalog and online retailer of apparel, bedding, and beauty products, selected Talisma Proactive Chat.
 
Already a user of Talisma CIM products, Soft Surroundings needed to improve sales closure rates by engaging customers during the shopping process, and by helping frustrated customers before they leave the Web site or contact Soft Surroundings via other, more costly, communication channels like the telephone.
 
The deployment of Talisma Proactive Chat comes at the right time, as data from the Talisma-sponsored report titled, Proactive Customer Service Strategies to Satisfy Customers and Drive Sales, reveals what Talisma officials call “the serious need for proactive customer service.”
 
According to the report, “nearly half of online consumers surveyed who abandoned a Web site said they would have been more likely to complete their purchase if the retailer had offered them some form of Web based help.”
 
Jim Manno, Contact Center Operations Manager of Soft Surroundings, said the “comprehensiveness of this product” swung the decision for Talisma.
 
By using Talisma Proactive Chat, Soft Surroundings hopes to be able to engage high value customers or prospects at their moment of need, execute up-sell and cross-sell campaigns, and reduce Web site and shopping cart abandonment.
 
David Sims is a contributing editor for ContactCenterSolutions. To see more of his articles, please visit his columnist page.
 
Don’t forget to check out ContactCenterSolutions’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users.
 
Today’s featured White Paper is titled VoIP Doesn’t Require Any Phone Equipment Investment, brought to you by Accessline.
 



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