Talisma Phone Benefits

Rapidly Handle Inquiries: 
Automatically route calls to the most appropriate agent, or groups of agent, based on intelligent routing rules to reduce transfers and agent downtime.

Improve First Contact Resolution Rates: 
Provide agents with unique customer histories and cross-application data (including a knowledge base) to improve first contact resolution rates and reduce callbacks and hold times.

Personalize Conversations:
Agent screen pops provide agents with information about each calling customer with the interaction history, allowing for fast and relevant conversations.

Maintain a common customer view: 
Through CTI integrations, leverage previous phone investments, yet gain a single agent desktop and cohesive customer view.

Drive Ongoing Improvements: 
Access dashboards, timers, real-time reports, and historical reports to identify opportunities for process improvements and monitor agent performance.

Adhere to Compliance Standards: 
Record and retain date/time stamp call files and notes