Talisma has announced a strategic licensing agreement with CrystalVoice Communications, a provider of enterprise Internet protocol (IP) voice communications software solutions, to deliver Voice over Internet solutions. The agreement between the two companies includes the integration of CrystalVoice’s Click-to-Talk and Remote Extension technology within Talisma-powered agent and customer interfaces, creating Talisma Voice, a seamless voice channel offering.

Talisma’s comprehensive CIM suite fully integrates multiple communication channels, including email, chat, Web self-service, and phone with an intelligent knowledgebase, robust business process functionality, third-party data, and extensive reporting capabilities.  It can be deployed on-site or on-demand and is built on a secure, extensible platform that can scale to handle millions of interactions per month. Talisma Voice will allow Web site visitors to click a link and immediately connect, via the Internet, to a contact center agent, an after hours support line, or a remote agent. The Talisma and CrystalVoice integration enables cross-channel data sharing between Talisma’s self-service, chat, and email channels and the ‘click-to-talk’ technology, allowing the full context of a customer’s Web interaction history to be preserved and available to the agent handling the voice interaction. As a result, an inquiry can be met without requiring the customer to leave the Web site, place a traditional phone call, navigate through an IVR system, or wait for an available agent and start the interaction a second time. In addition, the Talisma Voice-enabled agent can further enhance and expedite the interaction by sharing informative Web pages with the customer while they talk.
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