"Talisma Knowledgebase" will enable Five9 to reduce costs and help customers help themselves. More than 150 on-demand business application listings now available via the Salesforce.com AppExchange
San Francisco, Calif. (January 17, 2006) Talisma Corporation (www.talisma.com), a 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 that Five9, Inc., the leading global provider of on-demand call center solutions, selected Talisma Knowledgebase from the salesforce.com AppExchange. Talisma Knowledgebase for AppExchange delivers enterprise-class Web self-service, search, and knowledge management seamlessly integrated from anywhere in Salesforce. The solution will provide Five9 with an award-winning Knowledgebase, ensuring customers find fast, accurate answers to their questions via the Web. Five9 employees will also use Talisma Knowledgebase to quickly and accurately answer customers' questions when they call or email. 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.
"Talisma Knowledgebase is a powerful solution and we look forward to leveraging it to provide accurate information to our customers when they need it," said George Peterson, Senior Vice President of Engineering, Technical Operations, and Customer Care of Five9, Inc. "With a rapid and straightforward implementation, we anticipate an immediate cost savings, while delivering enhanced customer care to almost 500 deployed customers and at least 40 new customers per month. Five9 expects Talisma's solution to be a force multiplier so we don't have to scale our customer service and support staff as we rapidly grow and add new customers."
"Web self-service is the number one growing customer interaction channel, and many customers have come to expect it," sad James Segil, Vice President of Partnerships, Talisma. "We decided to offer Talisma Knowledgebase on AppExchange so companies like Five9 can employ an integrated Knowledgebase to quickly extend their CRM strategy and take advantage of all the benefits self service delivers."
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.
For Web self-service, Talisma's configurable portal 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. In addition, Talisma Knowledgebase for AppExchange offers businesses powerful reporting and metric options that provide valuable insight into their customers needs.
Talisma Knowledgebase for AppExchange is one of more than 150 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. 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.
Talisma is a leading global provider of Customer Interaction Management (CIM) solutions enabling organizations to deliver truly exceptional customer experiences. Talisma's solutions integrate the power of email, phone, chat, and self-service with a full comprehensive analytics suite and system-wide knowledge, all built upon a sophisticated Web services platform. Talisma's global customers include AOL, Bank of America, Canon, Dell, Guidant, HP, ING, J2Global, University of Alabama, Lowe's, Microsoft, Nextel, Pitney Bowes, Quantum, RadioShack, Sharp, Time-Warner, University of Florida, VHI Healthcare, WalMart, Xchanging, and Yarra Valley Water. For more information, visit http://www.talisma.com.
About The Five9 Virtual Call Centre"
The Five9 Virtual Call Centre" enables companies of any size to build a comprehensive, feature-rich contact center - anywhere in the world - without any hardware, software, or upfront capital expenditures. In addition to the cost savings, Five9's on-demand service allows for easy set-up and administration of at-home agent workforces as well as single-site or distributed, multi-site centers to act as one, regardless of geographic location.
Built from the ground up by Five9 to eliminate third-party license fees and ensure costs are kept low, any business with just a PC and a broadband connection can afford a comprehensive suite of applications including: Automatic Call Distribution (ACD), Predictive Dialer, Customer Relationship Management (CRM), Interactive Voice Response (IVR), Computer Telephony (CTI), Remote Agent Capabilities, Skills-based Routing, Recording, Silent Monitoring, Real-time Reporting, Chat, and Centralized Management.
About Five9, Inc.
Five9 is the leading global provider of on-demand call center solutions for customer interaction management. The award-winning Five9 Virtual Call Centre™ targets small- to midsized call centers, contact center operations of large enterprises, and companies that provide outsourced call center services. Companies on five continents profit from Five9's reliable, robust functionality that is fast, easy, and affordable to deploy for any call center. For more information, visit http://www.five9.com.