Talisma Chat and Email Launch on Salesforce.com's AppExchange

Talisma Corporation, provider of enterprise Customer Interaction Management (CIM) solutions, and salesforce.com, provider of on-demand business services, announced the availability of Talisma Chat and Talisma Email for Salesforce Service & Support via AppExchange. Talisma Chat and Talisma Email, combined with Salesforce Service & Support, provide new interaction channels to service customer inquiries while providing real-time agent access to customer information stored in the system. Both products are immediately available at http://www.salesforce.com/appexchange. The announcement was made today at Dreamforce ‘06, salesforce.com’s annual User and Developer Conference.

With Talisma Chat for AppExchange, a single Salesforce user can handle several simultaneous chat sessions, increasing agent productivity by up to 400 percent and reducing average handle time by up to 30 percent. An optional Proactive Chat module engages Web site visitors with a pop-up to offer assistance based on pre-defined settings such as time spent on a particular Web page, shopping cart value, or any of numerous customer defined settings.

Talisma Email for AppExchange integrates with Salesforce to help users rapidly respond to inbound emails and reduce response times by up to 50 percent. Talisma Email intelligently routes emails to the best agent based on expertise, customer priority, and availability, all of which combine to increase first call resolution. This seamless integration allows salesforce.com customers to preserve their initial investment, while at the same time enhancing and expanding their agent’s capabilities.

Both Talisma Chat and Talisma Email enhance Salesforce Service & Support case management capabilities by providing agents with single-click access to the Salesforce customer account and case information, automatically opening or retrieving cases, capturing disposition codes, and updating the customer record. Talisma goes one step further to provide a complete history of interactions across all communication channels so agents are presented with a 360 degree view of the customer, understanding fully what has been communicated to date, regardless of channel.

“Salesforce users will begin to see the positive and immediate impact that Talisma Customer Interaction Management solutions can have on their business,” said Dan Vetras, President & CEO, Talisma. “When used with the existing Talisma Knowledgebase for AppExchange, Talisma Chat and Talisma Email provide even greater opportunities to significantly increase agent productivity and reduce costs, providing an exceptional customer experience.”

“We’re excited to offer Talisma’s award-winning solutions on AppExchange,” said Matt Holleran, Vice President, AppExchange partners, salesforce.com. “Our strong partnership with Talisma continues to prove valuable as customer service and support organizations around the globe are benefiting from implementing Talisma’s products.”