Advanced Search Capability Added to Knowledgebase
Release 8.1: Enhancements Dramatically Improve Service Quality
Bellevue, WA, August 18, 2008 — Talisma® Corporation (www.talisma.com), an nGenera company and the leading Customer Interaction Management (CIM) software solution provider, today announced version 8.1 of the Talisma Knowledgebase with major enhancements to search capabilities. The new functionality dramatically improves service quality by providing powerful search technology to contact center agents and web self service customers.
“With its advanced search capability, the Talisma Knowledgebase steps ahead of the competition and significantly improves first contact resolution rates with knowledge driven web self service and assisted service,” said Dan Vetras, President and CEO, Talisma Corporation. “Our knowledge base also remains the most flexible, scalable and easy to implement knowledge management solution with a lower total cost of ownership than competitive tools.”
The new search capabilities in the Talisma Knowledgebase include:
- Concept matching which builds a conceptual understanding of content and ranks search results by relevance to the user’s query.
- Automatic Summarization adds value to search results by dynamically building and displaying summaries for each document returned, making it easier for users to identify the right document before they click to view it.
- With the new Auto Recommend feature Talisma Knowledgebase automatically builds hyperlinks between related documents based on its conceptual understanding of content, eliminating manual linking and maintenance.
- Direct Link Search Results feature takes users directly to the relevant section of a document, even extremely long documents, and large PDFs.
In addition to these enhancements, the Talisma Knowledgebase search functionality includes Federated and Progressive Search features that give users access to remote sites and repositories and powerful tools for refining searches on the fly. Users will also benefit from Spelling Correction which automatically suggests possible alternative spellings, i.e. “Did you mean?”, a synonym engine, and the ability to ignore specific words, e.g. acronyms.
In addition to search features, version 8.1 of the Talisma Knowledgebase has enhanced Versioning, Base and Derived Articles (Parent/Child Articles) for improved multi‐language content management, and improved reporting for greater insight to users and the rights they have in the system.
Talisma Knowledgebase 8.1 is now available and can be purchased as part of the Talisma Customer Interaction Management (CIM) suite or on its own. It can be deployed on premise or in a SaaS environment. Talisma Knowledgebase customers include eBay, United Airlines, Boeing Employees Credit Union, Aegon, CapGemini Energy, Canon USA, Department of Defense, U.S. Patent and Trademark Office, Toyota, E.ON, Nationwide U.K., Secure Computing, SAIC, and Enterasys. Learn more about Talisma Knowledgebase at http://www.talisma.com/knowledge.