CRM firm boosts data mining tools

Seattle customer relationship management software company, Talisma, plans to improve its CRM product, also called Talisma, by...

Seattle customer relationship management software company, Talisma, plans to improve its CRM product, also called Talisma, by integrating data mining capabilities to take advantage of the large volume of data the CRM system collects.

Last month the company an expanded version of its CRM suite that featured enhanced support for power users and improved optimisation for Microsoft's .net architecture.

"Once you start using a system such as Talisma to communicate with customers, just by doing the work of responding to a customer, we are gathering very important customer information automatically, without any extra cost," said Kornel Marton, vice-president for design and development at Talisma.

"We have not reached the point where we can run an engine on the whole data collection, and then try to find patterns among customers that are not obvious."

Talisma also plans to add new features to the product. Some of these are linked to monitoring and improving the productivity of individual customer service agents. "We will have the functionality in place to monitor if, for example, an agent is fully utilising features such as functions keys for rapid access on the keyboard, which have an impact on productivity," Marton said.

The company also intends to expand the scope of the product to become an internal communications system within an organisation. Some of the new features will be available in the next version of the product in about a year's time.

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