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Brief: Co-browsing comes to CRM suite

Among the enhancements in the new version of Talisma's software is a feature that lets service staff take over customers' computers to guide them through online processes.

Talisma Corp. is out with version 6 of its Customer Interaction Suite. It includes roughly a half dozen multi-channel modules but has a real emphasis on customer service.

One significant enhancement is a new "co-browsing" feature that lets a service or tech support representative take over a customer's computer to help with a process like filling out an online form. The new release also ramps up online chat capabilities to support as many as 2,000 concurrent users.

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Is hosted CRM right for you?

Back-end improvements include smart client technology from Microsoft to automatically send users updates and maintenance releases. Also, a software development kit will help companies integrate Talisma software with their ERP applications and other CRM systems.

"We can walk into any size company, [and] they don't have to rip out whatever they have running," said Talisma president and CEO Dan Vetras.

On the deployment front, Bellevue, Wash.-based Talisma is offering a 10-day rapid installation that's available for customers who license the software or decide to have it hosted.

The hosted software costs $200 per user per month. Companies can license 20 users of the suite for $100,000, including implementation fees.

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