Isilon Systems Boosts Web Self Service by deploying Talisma's Knowledgebase™ via Salesforce.com's AppExchange

Business Wire, May 24, 2006

SAN FRANCISCO -- Talisma delivers powerful AppExchange-certified knowledge management and Web self-service tools for customers on the salesforce.com AppExchange

Talisma(R) Corporation (www.talisma.com) a market leader in enterprise Customer Interaction Management (CIM) solutions, and salesforce.com (NYSE:CRM), the market and technology leader in on-demand business services, today announced Isilon Systems, the leader in clustered storage, has deployed Talisma Knowledgebase from the salesforce.com AppExchange to improve Web self-service and create a centralized content repository for customers, partners and employees. The announcement was made today at Appforce, salesforce.com's first annual AppExchange partner, user and developer conference.

Isilon helps companies such as NBC, MySpace, Pratt & Whitney, Kodak EasyShare Gallery, GlobeXplorer, Technicolor, Movielink, and E! Networks meet the demands of their rapidly growing storage environments and accelerate workflows. Talisma's Knowledgebase for AppExchange ensures Isilon customers can find fast, accurate answers to their questions directly from the customer support section of the Isilon.com website. Talisma Knowledgebase also provides Isilon agents with easy-to-use content editing tools, robust search capabilities and detailed reporting all integrated with Salesforce.

Talisma's Knowledgebase for AppExchange also provides Isilon with customizable views and access to content, search and filtering capabilities, along with reporting and customer interaction tools including bookmarks, subscriptions, feedback and ratings, all integrated in Salesforce.

"Our charter is to replace 'islands of information' with a centralized content repository that is scalable, secure, and enables easy self-service for our customers, partners and employees," said Brett Goodwin, vice president of marketing and business development, Isilon Systems. "Talisma's Knowledgebase for AppExchange is an enterprise-class technology and has helped us turn our collective knowledge into online content that is trustworthy and relevant, using an automated workflow that ensures accuracy and timeliness."

"Talisma enables market leaders like Isilon to proactively anticipate issues and provide optimal customer service for their customers," stated James Segil, Vice President of Partnerships, Talisma. "Delivering our solutions via salesforce.com's AppExchange further extends Talisma's reach and provides organizations with access to rapidly deploy integrated Knowledgebase solutions, enabling them to deliver more exceptional customer experiences."

Talisma's configurable portal is a Knowledgebase product available on the AppExchange that integrates with salesforce.com'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. From anywhere within Salesforce, agents can search the knowledgebase, append relevant answers to cases and author new content. Agents can also edit and modify existing knowledgebase content and email the information directly to customers. In addition, Talisma Knowledgebase for AppExchange offers businesses powerful reporting and metric options that provide valuable insight into their customers needs.

"Web Self-service is a critical component of any customer service strategy today," said George Hu, senior vice president and general manager, applications, salesforce.com. "Talisma's Knowledgebase is a great complement to Salesforce Service & Support and other solutions available on the AppExchange, and allows salesforce.com customers like Isilon to rapidly deploy content and knowledge to better service their customers."

Talisma Knowledgebase is one of more than 250 application listings 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. AppExchange enables all of these on-demand applications to be easily shared, exchanged and installed with one click into a customer's salesforce.com account. AppExchange can be found at http://www.salesforce.com/appexchange.> About salesforce.com

Salesforce.com is the market and technology leader in on-demand business services. 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 www.appexchange.com. Customers can also take advantage of Successforce, salesforce.com's world-class training, support, consulting and best practices offerings.