Talisma and Salesforce.com Announce Talisma Knowledgebase™ for Salesforce.com's AppExchange; Integrated Knowledgebase Enables Powerful Self-Service and Improves Customer Service Handling

Business Wire, Jan 17, 2006

SAN FRANCISCO -- More than 150 On-demand Business Applications Now Available for Test Drive and Deployment via the Salesforce.com AppExchange

Talisma Corporation (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 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 www.salesforce.com/appexchange.> About Talisma

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 www.talisma.com.