Upgrade for Talisma CRM suite

Upgrade targets CRM market

Talisma has upgraded its namesake software for the increasingly competitive customer relationship management (CRM) market.

"Co-browsing" capabilities, user-defined interface customisation features and the ability to handle a greater number of concurrent users have been added, according to company officials in New York this week at CeBIT America.

Talisma Customer Interaction Suite 6.0, launched at the show this week, consists of modules including chat, analytics, email response, phone, self-service and campaign.

Although big software companies have jumped into the CRM market over the past few years, Talisma tends to be used to augment, rather than compete with products from major enterprise resource planning (ERP) companies, such as Oracle and SAP.

"They can tell you when a customer ordered a book, but can they tell you how many times, or when, a customer called you or mailed you or talked with a service representative, and bring all that information together?" said Daniel Sears, Talisma's director of product management and alliances.

Talisma competes more directly with smaller CRM players such as RightNow Technologies, Sears said, but he added that Siebel Systems also goes after some of the same accounts.

Talisma is designed to let call centres, for example, interact with customers via the web, over the phone, or through e-mail.

Talisma also offers a software development kit with a library of open application programming interfaces to allow transaction data to be transferred from ERP programmes.

The Talisma interface can also be customised so that, for example, relevant functions of ERP applications can be controlled from within the Talisma interface. The customisation can be done via point-and-click software wizards by non-technical staff, he said.

Marc Ferranti writes for IDG News Service

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