O2 Ireland Partners with Talisma to Further Enhance Customer Service Levels

O2 Ireland eventually plans to roll out Talisma Knowledgebase across the whole organisation, enabling all employees to access accurate and consistent information which they can use to better support customers.

Talisma Knowledgebase streamlines the entire documentation process for companies to share information with employees, customers and partners. With ease of use in mind, customer information is delivered through a flexible portal within the single screen agent interface. Talisma Knowledgebase’s intelligent search facility not only provides customer service teams with rapid access to the right information today, but through its intelligent learning routines it will learn to anticipate and better facilitate enquiries in the future.

“O2 prides itself on its excellent standards of customer service, which we are always striving to enhance”, said Tony Hanway, Director, Customer Care - O2 Ireland. “Even though Talisma Knowledgebase has only recently been implemented and the roll out is not yet complete, we are already seeing the benefits and internal feedback has been very positive. Our customer service representatives are increasingly able to solve customer queries during the first call due to the speed and quality of information supplied by Talisma Knowledgebase.”

“Like many businesses in the marketplace, O2 is looking to improve customer service by delivering consistent high quality information across multiple departments,” commented Jon McNerney, VP and general manager of international operations at Talisma. “Through its recent implementation of Talisma Knowledgebase, O2 has already experienced some of the many benefits that can be achieved by implementing a cohesive and intelligent data management system to support its customer service offering.”