Talisma updates call centre and CRM tools

Talisma Corp. released Monday expanded versions of its Contact Center and CRM (customer relationship management) suites, featuring enhanced support for power users and improved optimization for Microsoft Corp.'s .Net architecture.

The new version of the Talisma Contact Center Suite can be run natively in Spanish, German, French and Japanese and allows multiple language clients to connect to a single server. The suite's Chat Sever module now works on Microsoft's SQL Server 2000 database in a clustered mode and uses Microsoft Windows NT load balancing features to arrange chat loads across multiple servers, increasing the tool's backup safeguards and scalability, Talisma said.

The suite's new dashboard feature, built using Microsoft Digital Dashboard Research Kit, allows for data aggregation across applications and offers a customizable front-end appearance.

Talisma's CRM suite campaign management tool also features a new dashboard, allowing users to quickly access performance statistics, analyze bottlenecks and troubleshoot problems. The new version is intended to ease campaign automation through external event triggers that can prompt actions such as database updates and document generation.

Talisma's Contact Center and CRM suites are customized for each deployment, with pricing varying based on the configuration, said Jerry Johnson, director of corporate marketing for the Kirkland, Washington, company. The updated software is slated for worldwide availability.

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