BT CI comprises a set of technologies the service organization offers to contact centers, which are geared towards helping them improve customer experience and operational efficiency.
The Talisma CIM suite will add a range of multi channel customer interaction tools. They include Talisma Knowledgebase, which will enable contact centers to build dedicated e-services portals and knowledge management capabilities. This should help drive contact center efficiency by reducing customer handling time. It should also improve first contact resolution rates because agents will have access to the information needed to provide a quick and consistent response.
Talisma Chat and Talisma Email will also be included in the BT CI technology set. Talisma Chat enables agent-to-customer live chat sessions which can be initiated by customers from a website. Talisma Email aids rapid response to inbound emails by routing emails to the most appropriate agent and offering relevant, prepared responses.
