Talisma Corporation (http://www.talisma.com), a leading provider of enterprise Customer Interaction Management (CIM) solutions, today announced that it is embedding the IBM Classification Module for WebSphere Content Discovery into the Talisma CIM suite, providing users with enhanced search, access, and retrieval of contact centre information, ultimately saving time and ensuring consistency across interaction channels.

The new solution relies on powerful natural language technology which understands the intent of a customer's message and allows Talisma's self service and assisted service channels to accurately automate a response. Leveraging the IBM Classification Module for WebSphere Content Discovery, Talisma applications can automatically suggest more accurate responses to customers and agents, dramatically reducing overall response times and quickly adjusting to interaction volume fluxes. The product also has the ability to learn from customer and agent interactions and increase accuracy over time, thereby reducing costs without sacrificing consistency.

“The integration of the IBM technology with Talisma’s CIM suite gives large-scale contact centres the ability to address customer needs faster and more intelligently,” said Dan Vetras, CEO and President, Talisma Corporation. “Today, many Global 1000 customers use both Talisma and IBM technologies in the contact centre, and we look forward to working with IBM to provide innovative and market-leading interaction management solutions.”

The solution addresses the market need to equip contact centres to automate interactions, such as high volume emails. According to a report by JupiterResearch, “Lackluster e-mail response times continue to plague the online customer service landscape. A broad failure of organisations to implement e-mail automation applications has decreased consumers' satisfaction with e-mail support. With dedicated resources and appropriate technology, companies can improve response effectiveness and efficiency and lower the cost per contact of e-mail.” (E-mail Automation Effectiveness: Justifying the Costs of Technology, JupiterResearch, July 2005)

IBM Classification Module for WebSphere Content Discovery is part of the content discovery portfolio from IBM, a powerful new suite of solutions designed to help customers find, analyse, and ultimately maximise information regardless of where that information is stored and managed. It combines breakthrough content integration, enterprise search, text analytics and contextual delivery capabilities to shrink the gap between a need for information and the ability to make a decision. The content discovery portfolio from IBM helps you break down information silos, improve productivity, manage risk, streamline business processes, and gain unprecedented levels of business insight.

Talisma and IBM will showcase the newly integrated offering at the Service and Support Professionals Association spring conference, held April 9-11 in San Diego, USA.

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About Talisma
Talisma is a global provider of Customer Interaction Management (CIM) solutions that enable businesses to deliver a truly exceptional customer experience. Talisma’s solutions integrate the power of email, phone, chat, and self service with a robust and mature customer interaction management Web services platform, comprehensive analytics, and a system-wide knowledgebase. Talisma's global customers include AOL, Aviva, Betdaq, Canon, ChevronTexaco, Citibank, Dacorum Borough Council, Daimler-Chrysler, Dell, DHL, E.on, EPSON, Ericsson, Intuit, Microsoft, MWB, Pitney Bowes, Siemens, Sony, Sprint, NHS University Hospital of Leicester and Xchanging. For more information, visit http://www.talisma.com.