Talisma Knowledgebase Available On AppExchange

Customer Inter@ction Solutions, Feb 2006 by Schelmetic, Tracey E

Talisma Corporation, a provider of customer interaction management solutions, and on-demand CRM provider salesforce.com recently 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 Saiesforce Winter '06 release. This solution was created to deliver enterprise-class Web self-service, search, knowledge management and document management in one easy-to-use solution that integrates from anywhere within Saiesforce. With AppExchange, salesforce.com customers 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 ondemand. Using AppExchange, companies can add new on-demand applications to their existing Saiesforce deployments.

Talisma and salesforce.com's technologies were combined to help deliver a more effective and rapidly deployable Web self-service solution. Talisma's configurable selfservice portal integrates with Saiesforce to create an online support center via a company's Web site. With keyword, natural language, and Boolean searches, customers can quickly find answers to their questions at any time of day If information is sought but not found, then customers may open a case in Saiesforce from the same portal, deflecting inbound calls to the contact center.

With Talisma Knowledgebase for AppExchange, companies may be able to reduce the number of escalations and average time-to-resolution by allowing customer service representatives to more quickly handle most issues. By providing easy access to the information they need for rapid, informed and consistent responses, agents are better positioned to be more efficient and effective. In addition, Talisma Knowledgebase for AppExchange offers businesses extensive reporting and metric options to better enable insight into their customers' needs.

www.talisma.com, www.salesforce.com/appexchange