Talisma CIM Suite is Certified for Salesforce.com’s AppExchange

Talisma Corporation, the market leader in Customer Interaction Management (CIM) solutions, today announced that Talisma Chat and Talisma Email are the latest CIM products to be certified on salesforce.com’s AppExchange. Salesforce.com customers can use Talisma CIM solutions to extend the award-winning Salesforce Service & Support application. Coupled with Talisma Knowledgebase, the collective suite is now available to be deployed on-demand at http://www.salesforce.com/appexchange.

The AppExchange certification process includes extensive application testing by salesforce.com, as well as the submission of endorsements from customers who have used the applications. In the second half of 2006, Talisma and salesforce.com shared several joint new customers including Acclaim Games, Ad Astra, AVST, Geeks in a Flash!, JLG Industries, Maxwell Systems, Safari Books Online, and SelectTV.

“Dozens of salesforce.com customers have already deployed Talisma solutions via the AppExchange to extend Salesforce Service & Support,” said Matt Holleran, vice president, AppExchange partners, salesforce.com. “About a year ago, Talisma began offering their award-winning knowledge base solution to salesforce.com customers, and its ability to help increase agent efficiency and improve customer satisfaction has made it a huge success. The addition of Talisma Chat and Email with Knowledgebase makes this offering a comprehensive solution that meets the unique requirements of service and support organisations, and builds on the customer loyalty and community-building features of the market-leading Salesforce Service & Support application.”

Talisma’s CIM suite enhances 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 with relevant customer interactions. The CIM suite also enables users to view a complete history of interactions across all communications channels so agents are presented with an all-inclusive understanding of the customer.

“Our expanding relationship with salesforce.com has been a great opportunity for us to exhibit the importance and benefits of CIM in a Software as a Service (SaaS) environment,” said Dan Vetras, President & CEO, Talisma. “Having our CIM suite certified for the AppExchange strongly validates the rapid adoption of CIM and the value of unified communications to improve the overall customer experience.”

Talisma Chat for AppExchange
Talisma Chat for AppExchange allows a Salesforce Service & Support user to handle several simultaneous chat sessions, providing customers with live and personalised on-demand assistance via the Web site. In the case of one Talisma customer, increased agent productivity by 400 percent while reducing average handle time by 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
Talisma Email for AppExchange integrates with Salesforce Service & Support to help users rapidly respond to inbound emails and reduce response times. Talisma Email intelligently routes emails to the most appropriate 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.

Talisma Knowledgebase for AppExchange
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. Talisma Knowledgebase can also be deployed as a Web Self-Service portal, allowing customers to help themselves 24X7. In addition, Talisma Knowledgebase for AppExchange offers businesses powerful reporting and metric options for valuable insight into their customers’ needs.