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Talisma Today Announces KnowledgeBase.net 5.0

May 10, 2005

Talisma, a provider of multichannel CRM solutions, has today announced the immediate availability of Talisma KnowledgeBase.net 5.0, the company's stand-alone knowledge base for Web self-service and customer support (or part of Talisma's multichannel CRM suite). The upgraded product includes numerous features to make it a complete best-of-breed knowledgebase application.

In addition to improving contact center efficiency, Talisma KnowledgeBase.net 5.0 is aimed at turning companies’ customer support centers into revenue-generating centers. As well, many of the new features and add-ons in Talisma KnowledgeBase.net 5.0 are designed to increase information accessibility and to further expand efficiencies in customer support centers.

The KB Ad Manager, a new add-on module unique to Talisma KnowledgeBase.net 5.0, enables a company to present, track and report product offers, advertisements and promotions when knowledgebase portal searches are conducted.

KB Remote Search leverages all sets of content and expands organizations’ searchable knowledge by enabling information to be searched for in disparate databases, external file systems and CRM systems via the KnowledgeBase.net search engine and portal.

Also new to Talisma KnowledgeBase.net 5.0, the KB Offline Portal and the KB Discussion Forum can enhance knowledge accessibility and sharing for Web self-service. Specifically, the KB Offline Portal (most suitable for sales and support employees in the field) allows end users to download and easily synchronize knowledgebases on their PDAs or laptops, enabling information to be found anytime, anywhere, even when offline. The KB Discussion Forum is a community discussion tool that allows searchable messages, threads and posts to be included as part of the Talisma KnowledgeBase.net portal for Web self-service. This new tool leverages individual expertise and is designed to improve knowledge sharing throughout an organization and among its end-user community.

The new offering also delivers more drill-down functionality.

KnowledgeBase.net 5.0 offers many other new and enhanced features. Suitable for organizations of all sizes, the offering is also available in a hosted version and two on-site versions.

 

Talisma KnowledgeBase 5.0 includes new functionality that extends the accessibility of information and transforms the contact center from a cost center to a revenue center. 

 

Visit the company's Web site for the many new features: www.talisma.com

Press release is below.

Talisma Releases KnowledgeBase.net 5.0

New Features Include a Revenue Generating Tool for the Contact Center and Increased Access to Information for Web Self-service 

Bellevue, WA – May 10, 2005 – Talisma™, a leading provider of Multi-channel CRM solutions, today announced the immediate availability of Talisma KnowledgeBase.net 5.0. This latest release represents a giant leap forward for Web self-service and customer support software and includes many unique features that make it the most complete best-of-breed knowledgebase application available on the market today.

 

In addition to improving contact center efficiency, Talisma KnowledgeBase.net 5.0 can now turn a company’s customer support center into a revenue generating center. The KB Ad Manager, a new add-on module unique to Talisma KnowledgeBase.net 5.0, enables a company to present, track, and report product offers, advertisements, and promotions when knowledgebase portal searches are conducted.

 

“Long a cost center, contact centers can now generate and measure revenue with the newest release of Talisma KnowledgeBase.net,” said Alex Kazerani, Vice President of Talisma’s KnowledgeBase Group. “Because the KB Ad Manager makes new sales opportunities possible within the knowledgebase, it should be an important consideration for companies when selecting a knowledgebase system.” 

 

"Contact center management is becoming more comfortable with leveraging inbound calls for upsell/cross- sell,’’ noted John Ragsdale, Vice President & Research Director in the Forrester Wave, eService, Q1 2005, Forrester Research, Inc., March 2005. “Prompting customers with relevant offers while answering the question asked or addressing the issue raised can increase revenue and share of customer wallet."

 

In addition, many of the new features and add-ons in Talisma KnowledgeBase.net 5.0 increase the accessibility of information and further expand efficiencies in customer support centers. For example, KB Remote Search leverages all sets of content and expands an organization’s searchable knowledge by enabling information to be searched for and found in disparate databases, external file systems, and customer relationship management systems via the KnowledgeBase.net search engine and portal. Ensuring that all content is shared and searchable, this new tool helps companies leverage their information throughout the enterprise.

The KB Offline Portal and the KB Discussion Forum, also new to Talisma KnowledgeBase.net 5.0, enhance knowledge accessibility and sharing for Web self-service. Specifically, the KB Offline Portal, ideal for sales and support employees in the field, allows end-users to download and easily synchronize knowledgebases on their PDAs or laptops so information can be found anytime, anywhere, even when offline. The KB Discussion Forum is a community discussion tool that enhances Web self-service by allowing searchable messages, threads, and posts to be included as part of the Talisma KnowledgeBase.net portal. This new tool leverages individual expertise and improves knowledge sharing throughout an organization and among its end-user community. 

 

Additionally, Talisma KnowledgeBase.net 5.0 delivers more drill down functionality while remaining extremely user friendly for administrators and end-users alike. Some of the new and enhanced features include:

  • Oracle database support

  • New category level subscription and workflow features that allow version control

  • New glossary searching and import/export features

  • New security and single sign-on* features

  • “Suggest an Answer” page that allows new articles to be sent from the end-user to the workflow for 360-degree customer feedback

  • Enhanced reports including additional users, article hits, and automated email response tracking details

  • New user interface/portal design improvements, including an easy upload style sheet to govern the default text and style elements

  • “My Profile” for external users that enables a personalized experience when end-users search the knowledgebase and return to their own personally managed self-service portal

  • Instant publisher updates that allow easier “right click publishing” by assigning attributes and categories to articles right from the Instant Publisher tool prior to article upload

"The new features in Talisma KnowledgeBase.net 5.0 will broaden our customers' access to searchable content resulting in faster answer retrieval and a reliable and ongoing resource for product information," said Ben Saitz, Senior Director, Operations of DoubleClick's Global Technical Services Group. "The KB Discussion Forum and KB Remote Search are cost effective tools that will make it even easier for our customers to increase their level of knowledge sharing." 

 

Talisma KnowledgeBase.net 5.0 is offered at several price points, suitable for organizations of all sizes, and is available in a hosted version, Talisma KnowledgeBase.net 5.0 Hosted Edition, and two onsite versions, Talisma KnowledgeBase.net 5.0 Professional Edition and Talisma KnowledgeBase.net 5.0 Enterprise Edition. The KB Ad Manager, KB Remote Search*, KB Offline Portal, and Oracle Support* modules are each sold separately. 

 

About Talisma

 

Talisma is a leading provider of Multi-channel CRM solutions. Talisma KnowledgeBase.net is an award-winning, feature-rich application that provides the ideal environment for companies to quickly and cost-effectively create a company-wide knowledgebase to store and index documents and accurately search answers to end-user questions. Offered as a standalone solution or as an integrated part of the Talisma 6.0 Plus Multi-channel CRM offering, Talisma KnowledgeBase.net helps unlock the power of a company's knowledge as a means to improve efficiency, competency and profitability. Talisma's global customers include Aetna, AOL, Aviva, Bank of America, Best Software, Canon USA, ChevronTexaco, Citibank, Cingular, Coast Capital Savings, Daimler-Chrysler, Dell, Department of State, DHL, HGTV, Intuit, Mary Kay, Microsoft, MWB, The Pentagon, Siemens, Sony, Sprint, TDK, T-Mobile, and University of Phoenix. For more information, visit www.talisma.com. Additional information about Talisma KnowledgeBase.net is also available at www.knowledgebase.net

 

 * Talisma KnowledgeBase.net 5.0 Enterprise Edition Only

For further information, please contact:

Jill Lindenbaum  

Talisma Corporation                                                                                                                                                                                                                                           

415-305-1626                 

 

Dawn Sullivan    

Talisma 

Corpration 

425-688-3877                                                                                                                                                   

 



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