With information instantly available at their fingertips, agents are more productive and customers are happier.
San Francisco, CA (PRWEB) January 19, 2006
Talisma Corporation (http://www.talisma.com), the leading provider of customer interaction management solutions, and salesforce.com (NYSE:CRM), the market and technology leader in on-demand customer relationship management (CRM), today announced Talisma Knowledgebase for salesforce.com’s AppExchange. Built on the AppExchange on-demand platform, Talisma Knowledgebase for AppExchange is immediately available for test drive and deployment at http://www.appexchange.com, in conjunction with the Salesforce Winter ’06 release. This solution delivers enterprise-class Web self-service, search, knowledge management and document management in one easy-to-use solution that seamlessly integrates from anywhere within Salesforce.
With AppExchange, salesforce.com customers now have access to new applications that bring the benefits of salesforce.com to an entire business, letting them manage and share all of their company information on-demand. Using AppExchange, companies can easily add any number of new on-demand applications to their existing Salesforce deployments, extending their success and making the full power and creativity of the salesforce.com customer, partner and developer community available with just a click.
“As Web self-service becomes more widely adopted, even expected, companies are increasingly seeking to add this capability to their customer service strategy,” said Adam Gross, director, product marketing, salesforce.com. “For Salesforce users, our partnership with Talisma will simplify the process of adding Web self-service and reduce costs by lowering call and escalation volumes.”
“Talisma Knowledgebase is an all-in-one application that delivers accurate, rapid answers to agents and customers alike,” said James Segil, Vice President of Partnerships, Talisma. “With information instantly available at their fingertips, agents are more productive and customers are happier.”
Talisma and salesforce.com’s technologies combined deliver a highly effective and rapidly deployable web self-service solution. Talisma’s configurable self-service portal fully integrates with Salesforce to create an online support center via a company’s Web site. With keyword, natural language, and Boolean searches, customers can find immediate answers to their questions 24 hours a day, 7 days a week. If information is sought but not found, then customers may conveniently open a case in Salesforce from the same portal, deflecting inbound calls to the contact center.
With Talisma Knowledgebase for AppExchange, companies can reduce the number of escalations and average time-to-resolution by allowing customer service representatives to quickly handle most issues. By providing easy access to the information they need for rapid, informed and consistent responses, agents are more efficient and effective. In addition, Talisma Knowledgebase for AppExchange offers businesses powerful reporting and metric options for valuable insight into their customers’ needs.
Talisma offers a full suite of Customer Interaction Management (CIM) products, including email, chat, phone, and other collaboration tools that help companies offer truly exceptional customer experiences, while optimizing contact centers’ efficiency and effectiveness. Talisma Knowlegebase for AppExchange is the first of its products to extend functionality for salesforce.com customers, with additional products to be available on the AppExchange in the near future.
Talisma Knowledgebase for AppExchange is one of more than 150 applications created by salesforce.com, its customers and partners that are now available on the salesforce.com AppExchange, the world’s first on-demand application platform. AppExchange provides unprecedented ease of customization and integration for Salesforce deployments, as well as enabling a whole new generation of on-demand applications that go beyond CRM. Launched today, AppExchange enables all of these on-demand applications to be easily shared, exchanged and installed with one click into any salesforce.com account. AppExchange can be found at http://www.salesforce.com/appexchange.
Talisma is a global provider of Customer Interaction Management solutions that enable businesses to deliver a truly exceptional customer experience. 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, Australian Department of Parliamentary Services, Aviva, Bank of America, Bellevue University, Canon, ChevronTexaco, Citibank, Coast Capital Savings, Daimler-Chrysler, Dell, DHL, HGTV, Intuit, Florida State University, Microsoft, MWB, St.George Bank, Siemens, Sony, Sprint, TDK, T-Mobile, US Department of State, and Yarra Valley Water. For more information, visit http://www.talisma.com
Salesforce.com is the market and technology leader in on-demand customer relationship management (CRM). The company’s Salesforce suite of on-demand applications enables customers to manage and share all of their sales, support, marketing and partner information on-demand. AppExchange, salesforce.com’s on-demand platform, allows customers and partners to build powerful new applications quickly and easily, customize and integrate the Salesforce suite to meet their unique business needs, and distribute and sell on-demand apps at http://www.appexchange.com. Customers can also take advantage of Successforce, salesforce.com’s world-class training, support, consulting and best practices offerings.
As of October 31, 2005, salesforce.com manages customer information for approximately 18,700 customers and approximately 351,000 paying subscribers including Advanced Micro Devices (AMD), America Online (AOL), Automatic Data Processing (ADP), Avis/Budget Rent A Car (Cendant Rental Car Group), Dow Jones Newswires, Nokia, Polycom and SunTrust. Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM". For more information please visit http://www.salesforce.com, or call 1-800-NO-SOFTWARE.
Salesforce.com is a registered trademark of, and AppExchange and Successforce are trademarks of salesforce.com, Inc., San Francisco, California. Other names used may be trademarks of their respective owners.
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