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Talisma Customer Interaction Hub (CIH) provides a unified framework for integrating disparate information. CIH manages routing, interaction threading, and security for Talisma channels, including phone, email, chat, and self-service, and delivers single window access to other existing applications, such as CRM systems, telephony infrastructure, ERP suites, order processing, and financial applications. Unifying cross channel interactions enables CIH to facilitate comprehensive reporting.
View information in a single window
- Agents can quickly and easily locate information with single sign-on technology, single window access, and a completely threaded cross channel customer interaction history
- First call resolution becomes standard as agents look at relevant data from multiple sources within one, comprehensive window
Utilize intelligent routing capabilities
- Supervisors can designate and route communications to specified teams with chat, email, phone, and blended responsibilities
- Interactions may be directed based on cost, status, skills, language, or business unit
- Appropriate, available agents accept new interactions with agent loading across channels
Easily manage agent responsibilities
- Agents are assigned to teams using an easy, point and click management tool
- A robust rules engine helps define agent access
- An intuitive permissions model provides secure access and administrative actions to appropriate users
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