Enterprise Edition 2.02 is software for managing incoming and outbound e-mail messages. You can also prioritize incoming e-mail messages based on your service level goals or based on information the software gathers about customers who sent the messages. From one screen, agents can easily look up information about customers and past e-mail correspondence they had with your center. The software also lets you customize the fields that appear within e-mail queues.
Agents can also select three-letter codes to send canned replies.
Talisma Campaign is a module within Enterprise Edition 2.02 that lets you create lists for outbound marketing campaigns. The basic package allows you to generate lists of customers based on keywords from previous e-mail interactions. The advanced version of Talisma Campaign can include direct links to pages on your Web site within e-mail messages and can track how many customers visited these Web pages. The software also lets you gather statistics about messages, such as average response times. Volume discounts are available with either implementation of Talisma Dialog.