Seamless Escalation from Web to Phone Improves Customer Experience and Contact Center Efficiency
Bellevue, WA, April 29, 2008 — Talisma® Corporation (www.talisma.com ), the leading Customer Interaction Management (CIM) software solution provider, today announced the release of Talisma Click to Call, a product that enables seamless escalation from Web to phone. For both sales support and customer service, Talisma Click to Call increases the quality of the customer experience and the efficiency of the contact center.
“Click-to-call promises productivity gains, with conversion rates for click-to-call interactions being approximately 25 percent higher than are typical call center conversion rates,” said Zachary McGeary, Associate Analyst with JupiterResearch and author of the report “Real-time Online Interaction Strategies;” “The click-to-call option allows access to agents within the context of an online interaction. This contextual nature can decrease inquiry handling time by as much as 20 percent (vs. traditional reactive interactions), relatively better meeting customers’ expectations around efficiency.”
Web site visitors using Talisma Click to Call can request an immediate call from an agent or they can schedule a call back at a specific time. Using this service option enables them to avoid navigating tedious phone menu options and waiting on hold to speak with an agent. The customer also does not have to spend time explaining the context of their question as the agent already knows which web page the customer was on when they originated the call.
Contact centers deploying Talisma Click to Call will experience a decrease in call times and an increase in first call resolution rates. It also gives contact centers the queue placement features previously only available in costly telephony systems.
“We are pleased to add Talisma(Moxie) Click to Call to our Customer Interaction Management (CIM) product line,” said Brad Birnbaum, CTO, Talisma Corporation. “It will enable our customers to offer a new interaction channel that leverages both their website and existing contact center infrastructure and at the same time increase customer satisfaction.”