Irish gambling company, BETDAQ, is to use software from Talisma to extend its communication channels to customers and get a better view of its customer contact histories.

The software, known as the Customer Interaction Suite, has been implemented to provide BETDAQ's 40,000 users with extra channels for customer interaction. It is hoped that the addition of chat functionality will aid in the company's Far East market, where it is aiming to avoid expensive phone calls to and from customers. 

According to Talisma, its Customer Interaction Suite has the facility to define and measure service levels across all communications channels: phone, e-mail and Internet chat.  In addition, Talisma claims that customer service teams can use its software to initiate co-browsing and desktop-sharing capabilities that can help customers fix any PC problems and optimise Internet browsers to take full advantage of the Website's functionality.
 
With Online betting being a very competitive business it is crucial to deliver a product with the very highest standards of customer service, according to Tom Sloane, operations director at BETDAQ.

'We reviewed CRM solutions from a number of different companies, but chose Talisma because the technology was simple to use and the people were first class in terms of fit to our organisation,' said Sloane.