Five9 to Increase CRM Effectiveness by Deploying Talisma™ via the AppExchange

Share Article

Talisma Knowledgebase is available immediately on's AppExchange. One early adopter, Five9, is already reaping benefits from Web self-service that is fully integrated with other Salesforce applications.

Talisma Corporation (, a leading provider of customer interaction management solutions, and (NYSE:CRM), the market and technology leader in on-demand customer relationship management (CRM), today announced that Five9, Inc., the leading global provider of on-demand call center solutions, selected Talisma Knowledgebase from the AppExchange. Talisma Knowledgebase for AppExchange delivers enterprise-class Web self-service, search, and knowledge management seamlessly integrated from anywhere in Salesforce.

The solution will provide Five9 with an award-winning Knowledgebase, ensuring customers find fast, accurate answers to their questions via the Web. Five9 employees will also use Talisma Knowledgebase to quickly and accurately answer customers’ questions when they call or email. Built on the AppExchange on-demand platform, Talisma Knowledgebase for AppExchange is immediately available for test drive and deployment at, in conjunction with the Salesforce Winter ’06 release.

“Talisma Knowledgebase is a powerful solution and we look forward to leveraging it to provide accurate information to our customers when they need it,” said George Peterson, Senior Vice President of Engineering, Technical Operations, and Customer Care of Five9, Inc. “With a rapid and straightforward implementation, we anticipate an immediate cost savings, while delivering enhanced customer care to almost 500 deployed customers and at least 40 new customers per month. Five9 expects Talisma's solution to be a force multiplier so we don't have to scale our customer service and support staff as we rapidly grow and add new customers.”

“Web self-service is the number one growing customer interaction channel, and many customers have come to expect it,” sad James Segil, Vice President of Partnerships, Talisma. "We decided to offer Talisma Knowledgebase on AppExchange so companies like Five9 can employ an integrated Knowledgebase to quickly extend their CRM strategy and take advantage of all the benefits self service delivers.”

With AppExchange, customers now have access to new applications that bring the benefits of 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 customer, partner and developer community available with just a click.

For Web self-service, Talisma’s configurable portal integrates with’s technology to create a support center via a company’s customer service Web site. With keyword, natural language, and Boolean searches, customers can find immediate answers to their questions. If information is sought but not found, then customers can 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 escalations and average time-to-resolution by helping customer service representatives 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 that provide valuable insight into their customers needs.

Talisma Knowledgebase for AppExchange is one of more than 150 application listings created by, its customers and partners that are now available on the 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 account. AppExchange can be found at

About Talisma

Talisma is a leading global provider of Customer Interaction Management (CIM) solutions enabling organizations to deliver truly exceptional customer experiences. Talisma’s solutions integrate the power of email, phone, chat, and self-service with a full comprehensive analytics suite and system-wide knowledge, all built upon a sophisticated Web services platform. Talisma's global customers include AOL, Bank of America, Canon, Dell, Guidant, HP, ING, J2Global, University of Alabama, Lowe’s, Microsoft, Nextel, Pitney Bowes, Quantum, RadioShack, Sharp, Time-Warner, University of Florida, VHI Healthcare, WalMart, Xchanging, and Yarra Valley Water. For more information, visit

About Five9

Five9 is the leading global provider of on-demand telemarketing, customer service, and call center solutions for customer interaction management. The award-winning Five9 Virtual Contact Center targets call centers, contact center operations of large enterprises, and companies that provide outsourced telemarketing, customer service, and call center services. Companies on five continents profit from Five9’s reliable, robust functionality that is fast, easy, and affordable to deploy for any contact center. For more information, visit

About 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,’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 Customers can also take advantage of Successforce,’s world-class training, support, consulting and best practices offerings.

As of October 31, 2005, 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 applications should make their purchase decisions based upon features that are currently available. 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, or call 1-800-NO-SOFTWARE. is a registered trademark of, and AppExchange and Successforce are trademarks of, Inc., San Francisco, California. Other names used may be trademarks of their respective owners.

Note to Editors and Analysts: If you are onsite at the Winter ’06 Event and are interested in demo or interview with James Segil, Vice President of Partnerships for Talisma, please contact Jill Lindenbaum at (415) 305-1626.

# # #

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Jill Lindenbaum
Email >
Visit website