Talisma Corporation, Customer Interaction Management solutions, and salesforce.com (NYSE:CRM), the market and technology leader in on-demand business services, today 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 the salesforce website 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 Website 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.”
Talisma Chat and Talisma Email for AppExchange are two of the more than 375 applications now available on the salesforce.com AppExchange, the world’s first on-demand directory and sharing service.
Apex is salesforce.com’s breakthrough new on-demand platform and programming language that is redefining what a multi-tenant on-demand application can be. Apex enables customers, developers and partners to build powerful new on-demand applications that far go beyond CRM, and for the first time, to write and run their own code hosted with the security, reliability, upgradeability and ease-of-use of salesforce.com’s industry-leading multi-tenant service. Customers can use Apex to modify the core features and functionality of their Salesforce deployments for their unique business needs and quickly and easily integrate new applications and components from partners and developers. Without any infrastructure investment, developers can now build and run a virtually unlimited array of applications with unprecedented power to innovate with the same creative freedom as salesforce.com’s own developers.
Talisma Corporation 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, VoIP, and Web self-service with a robust and mature customer interaction management Web services platform, comprehensive analytics, and a system-wide knowledgebase. Talisma's global customers include Aetna, AOL, Aviva, Bank of America, Canon, ChevronTexaco, Citibank, Coast Capital Savings, Daimler-Chrysler, Dell, DHL, Ford, HGTV, Intuit, University of Alabama, Microsoft, Pitney Bowes, Siemens, Sony, Sprint, and the US Department of State. For more information, visit Talisma's website.
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. Apex, salesforce.com’s on-demand platform and programming language, enables customers, developers and partners to build powerful new on-demand applications, and for the first time, to write and run their own code hosted with the security, reliability, upgradeability and ease-of-use of salesforce.com’s industry-leading multi-tenant service. Customers can also take advantage of Successforce, salesforce.com’s world-class training, support, consulting and best practices offerings.
As of July 31, 2006, salesforce.com manages customer information for approximately 24,800 customers and approximately 501,000 paying subscribers including Advanced Micro Devices (AMD), America Online (AOL), Avis/Budget Rent A Car (Cendant Rental Car Group), Dow Jones Newswires, Nokia, Polycom and SunTrust Banks. Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM". For more information please visit the website or call 1-800-NO-SOFTWARE.
Salesforce.com is a registered trademark of, and Apex, AppExchange and Successforce are trademarks of, salesforce.com, Inc., San Francisco, California. Other names used may be trademarks of their respective owners.