Bellevue, WA – August 4, 2005 – Talisma (Company
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Studies), a global provider of Multi-channel Customer Interaction Management (CIM) solutions, announced today that Quantum Corporation has selected Talisma’s CIM solution to better serve their rapidly growing base of customers. By broadening the communication channels they offer in their support organization, Quantum gives its customers more choices as well as faster and more personalized service.
Quantum Corporation, a global leader in storage, offers a wide range of storage solutions to customers both large and small. To meet the diverse needs of its broad customer base, Quantum required a CIM solution that allowed them to economically offer multiple channels of support. Quantum implemented three channels from the Talisma suite - Talisma Email Response, Talisma Chat, and Talisma Knowledgebase. Talisma Knowledgebase enables Quantum’s customers to find fast, accurate, and consistent answers on Quantum’s Web site 24 hours a day, seven days a week. Talisma’s Email and Chat solutions allow Quantum to cost-effectively communicate with its customers via the customer’s channel of preference, resulting in a reduction in Quantum’s dependence on the more costly phone support channel.
“We evaluated a variety of solutions and vendors. The Talisma team worked closely with us to identify the appropriate solution to meet our needs. Unlike other vendors, the Talisma team took the time to fully understand our situation, showing their concern with finding the right solution for us, rather than a ‘one size fits all’ approach,” commented Tim Nguyen, Manager of Technical Training and Tools Development at Quantum Corporation. “We chose Talisma because the solution enables us to improve our customer service and customer experience while reducing our support costs.”
“The Talisma Customer Interaction Management solution allows companies to deliver an exceptional customer experience, resulting in enduring customer loyalty. By investing in the Talisma solution, Quantum continues to demonstrate its commitment to a truly exceptional customer experience,” said Jim O’Farrell, Vice President of Corporate and Channel Marketing at Talisma Corporation.
About Quantum Corporation
Quantum Corp. (NYSE:DSS), a global leader in storage, delivers highly reliable backup, recovery and archive solutions that meet demanding requirements for data integrity and availability with superior price/performance and comprehensive service and support. Quantum offers customers of all sizes an unparalleled range of solutions, from leading tape drive and media technologies, autoloaders and libraries to disk-based backup systems. Quantum is the world's largest volume supplier of both tape drives and tape automation and has pioneered the development of disk-based systems optimized for backup and recovery. Quantum Corp., 1650 Technology Drive, Suite 800, San Jose, CA 95110, (408) 944-4000, www.quantum.com.
About Talisma
Talisma is a global provider of Multi-channel Customer Interaction Management solutions that enable sales, service, marketing, and contact center organizations to deliver exceptional customer service. Talisma’s solutions integrate the power of email, phone, chat, and self-service with a robust and mature customer interaction management Web services platform, comprehensive analytics, and system-wide knowledgebase. Talisma's global customers include Aetna, AOL, Aviva, Bank of America, Bellevue University, Canon, ChevronTexaco, Citibank, Coast Capital Savings, Daimler-Chrysler, Dell, DHL, HGTV, Intuit, Florida State University, Microsoft, MWB, Siemens, Sony, Sprint, TDK, T-Mobile, and the US Department of State. For more information, visit www.talisma.com.
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