Talisma Phone allows cost-effective data from disparate systems to be merged providing the entire interaction history. This view of clients not only improves customer satisfaction, it truly enables long-lasting relationships.

Empower agents with history and cross-application context. enabling them to present the company as a unified. informed organisation Agents can instantly see all previous contacts and relevant data from other data stores. Productivity increases, transfers and call-backs decline.

Customers interact with agents who can put all previous calls in context, building on previous interactions. Route calls to the proper agent automatically, putting the right agent in front of the caller the first time without transfers

Agent screen: Caller Id, history and other information in one window

Other benefits include:

• Personalise each call with agent screen pops; make offers that will interest each client individually
• Reduce call-backs by presenting cross-organisational data to the right agent as soon as the call arrives
• Create customer loyalty by building each interaction into a relationship Increase agent productivity
• Present all relevant data in one window, reducing holds and multi-application look-ups
• Improve information access with scripts and optional knowledgebase integration Measure, manage and succeed
• Meet Service Level Agreements effortlessly with dashboards, timers and reports
• Leverage integration with existing systems for cross-platform reporting

Key Features:

Soft Phone functionality

• Hardware neutral, leveraging previous investments.
• Caller ID enabled screen pops
• Accept, reject, transfer, hold and conference calls
• Automatically update agent status in the ACD system

Supervisor tools

• Full timer and load-level dashboards
• Non-technical management of agent permissions, roles, and team assignments
• Extensive real-time, historical and custom reporting
• Email delivery of scheduled reports

Productivity Tools

• Integrate with other systems of record in a single window
• Scripts and optional knowledgebase integration
• Single sign-on agent availability
• Multilingual tracking and notes
• Automatic database lookup for system identified callers
• Threaded caller history covering all interaction channels

Compliance

• Record and retain date and time stamped call files
• All notes from agents involved in a call are recorded