Bellevue, WA – July 28, 2005 – Talisma ™, a leading provider of Multi-channel CRM solutions, announced today that Talisma KnowledgeBase 5.0 (Company
Profile, Past
Stories, Case
Studies) has been recognized as "Knowledge-Centered Support (KCS) Verified" by the Consortium for Service Innovation (CSI). Please see CSI's press release, www.serviceinnovation.org/kcsverified for additional information about the KCS Verified program.
The Consortium for Service Innovation, a not-for-profit alliance of service and support organizations, developed the KCS Verified program to distinguish knowledge management vendors whose products meet the practical requirements outlined in the KCS Verified Criteria. Supported by the Help Desk Institute, KCS is an emerging best practice for knowledge management in service and support organizations. KCS was developed, refined, and verified over the past 10 years through the joint efforts of Consortium members.
"We’re pleased to be among the first solutions providers recognized as KCS Verified," said Alex Kazerani, VP of Talisma’s KnowledgeBase Group. "Knowledge is the foundation for delivering effective and efficient service and support, and we look forward to a continued collaboration with CSI in order to further develop best practices that advance support solutions."
"We are pleased to honor Talisma as a KCS Verified vendor that supports KCS best practices," said Greg Oxton, executive director of the Consortium. "The verification process is thorough and challenging, and by submitting to and being validated by the program, Talisma is being recognized as one of the leading software providers that integrates knowledge management best practices with products that are aligned with service and support business processes.”
The KCS Verified program is an impartial certification process conducted by CSI, which validates knowledge management software applications that offer the functionality required to support KCS best practices. CSI grants KCS Verified program validation only to those knowledge management applications that demonstrate strong functional alignment with a comprehensive list of KCS requirements developed by the Consortium.
About the Consortium for Service Innovation The Consortium for Service Innovation is a not-for-profit alliance of service and support organizations. Through a process of collective thinking and shared experience, the members develop and validate innovative ways to improve customer support. This work bridges emerging academic thinking and research to practices that optimize business results. For more information on the work of the Consortium please visit the Consortium web site, www.serviceinnovation.org.
About Talisma
Talisma is a leading provider of Multi-channel CRM solutions. Talisma KnowledgeBase.net is an award-winning, feature-rich application that provides the ideal environment for companies to quickly and cost-effectively create a company-wide knowledgebase to store and index documents and accurately search answers to end-user questions. Offered as a standalone solution or as an integrated part of the Talisma 6.0 Plus Multi-channel CRM offering, Talisma KnowledgeBase.net helps unlock the power of a company's knowledge assets as a means to improve efficiency, competency, and profitability. Talisma's global customers include Aetna, AOL, Aviva, Bank of America, Best Software, Canon USA, ChevronTexaco, Citibank, Cingular, Coast Capital Savings, Daimler-Chrysler, Dell, DHL, HGTV, Intuit, Microsoft, MWB, The Pentagon, Siemens, Sony, Sprint, TDK, T-Mobile, University of Phoenix, and the US Department of State. For more information, visit www.talisma.com. Additional information about Talisma KnowledgeBase.net is also available at www.knowledgebase.net.
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