Extending power of eCRM to mobile users

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Talisma’s breakthrough wireless technology, Wireless Client, allows mobile users to offer on-the-go sales and service via any WAP-enabled device.

“With a rapidly growing wireless market, the Talisma Wireless Client represents the cutting edge of eCRM,” said Edward Yim, Talisma product manager. “Now customer service reps and sales forces can build and strengthen customer relationships even from the road, with the ability to access and respond to customer needs as quickly and efficiently as if they were working from their offices.”

Talisma developed its Wireless Client to give mobile users of any device with a wireless access protocol (WAP) browser – including cellular phones and personal digital assistants – remote access to Talisma Enterprise’s sales, service and marketing tools.

“Giving mobile workforces the same power to interact with customers as their colleagues using Talisma on the desktop, significantly expands a company’s ability to build successful customer relationships,” said Yim.

Wireless Client’s advanced technology optimizes the small screens and low bandwidth of mobile devices, requiring only a minimum of keystrokes to use features including:
• routing of urgent customer interactions
• complete wireless access to customer data stored on the corporate server
• ability to send personalized responses to customers
• automatic notification of the correct salesperson or mobile customer service rep when the nature or details of a customer interaction change
• comprehensive history of all customer interactions
• one-touch dialing to customers from the user’s information screen
• access to pre-developed responses for customer requests from a knowledge base.

According to analyst firm, Cahners In-Stat Group, wireless usage is growing exponentially. The high-tech market research firm predicts that the wireless data market will grow from about 170 million subscribers worldwide in 2000 to greater than 1.3 billion in 2004.

Additionally, Forrester research predicts that revenues from wireless intelligent terminals, including everything from email-enabled cell phones to web-browsing PDAs, are forecast to rise to more than $4 billion by 2003.

Talisma Corporation is the only full-service provider of electronic customer relationship management (eCRM) solutions. Modular Talisma eCRM products and services are easy to deploy, extend, integrate, and scale and they include: e-mail management, chat, VoIP, phone, wireless and Web self-help. The company also provides strategy consulting, training, integration, and outsourced staffing services.

Headquartered in Seattle, the company has 500 employees with offices in India, Europe, Asia, Australia and fifteen cities across the US. Its customers include GE, Citibank, Real Networks, Exodus, Lowe’s Hardware, MSNBC, NetGrocer.com, Advertising.com and BlueNile.com.


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