Released on: August 6, 2008, 2:10 am

Press Release Author: Talisma

Industry: Consumer Services

Press Release Summary: Product Combo Improves Customer Response Times and Agent
Productivity

Press Release Body: Bellevue, WA, 04 August, 2008 - Talisma® Corporation
(www.talisma.com), an nGenera company and the leading Customer Interaction
Management (CIM) software solution provider, today announced the combination of
Talisma Email and Talisma Answer to address the market need for a solution that
effectively manages and responds to high volumes of incoming email. The combined
products accelerate customer service responsiveness and allow agents to spend more
time on complex or critical customer issues.
Forrester Research's January 2008 report, Customer Service Best Practices Adoption,
looked at customer service email response management. 50% of those surveyed (58
business and IT decision makers) evaluate their ability to manage and respond to a
high volume of incoming email as poor/below average. Fifty percent also give the
same low evaluation to their practices pertaining to having emails processed by a
business process engine to ensure routing, assignments, message analysis,
entitlement checking, language identification, and parsing for junk emails. The
report also stated that "inefficient email management processes are costly to the
enterprise and risk customer dissatisfaction when responses to queries are not
timely."
"Talisma Email and Answer are deployed around the globe to expertly manage more than
200 million email responses per year. Customers using these products experience
99.99% uptime and improved response times by as much as 50%," said Dan Vetras,
President and CEO, Talisma Corporation, an nGenera Company. "Many automatically
respond to 50% of incoming emails significantly increasing agent productivity and
customer satisfaction."
Talisma Email enables rapid and intelligent responses to email inquiries with
sophisticated email routing, automated responses, and customer-specific auditing.
Emails are directed to the appropriate agent with intelligent routing rules, based
on key criteria such as product/service categories, language, and keywords. Agent
productivity is increased with automatic categorization, automated and suggested
responses, managed escalations and numerous offer features.
Talisma Answer further enhances and accelerates email response management using an
intelligent system that filters incoming email and generates automated
acknowledgements or response. The system learns the meaning of a message based on
its context and any previous agent responses to automatically create a relevant and
accurate response to customer emails.
Epson, a global leader in imaging products, is using Talisma Email to support
customers in every European region, covering 14 languages. According to Ian
Bodsworth, European Customer Interaction Manager, Talisma Email has helped Epson's
200 agents to improve customer satisfaction, while increasing revenues and agent
productivity:
"Since the implementation of Talisma Email we have seen a definite increase in
customer retention allowing us to consolidate market share and target new customers.
Despite dramatic increases in demand for customer service, the Epson Customer
Inter@ction Centre has achieved a 30% increase in efficiency and the overall cost of
handling enquiries has been reduced by 38%."
The Talisma Email and Answer product combo is currently available and can be
deployed on premise or in a SaaS environment. Learn more by contacting
sales@talisma.com, at www.talisma.com

About Talisma
Talisma Corporation, an nGenera Company, is the leading provider of customer
interaction management (CIM) solutions for delivering an exceptional experience
throughout the customer life cycle. Talisma's CIM solutions are the foundation for
the nGen Customer offering, which provides companies the means to accelerate and
sustain growth by understanding and creating differentiated experiences for and with
customers, partners and employees. The nGen Customer organization is based in
Bellevue, WA and has offices throughout North America, Europe and Asia. Customers
include Aetna, AOL, Canon, Citibank, Comcast, Dell, Ford, University of Notre Dame,
Microsoft, Pitney Bowes, Siemens, Sony, and Sprint. For more information, visit
www.talisma.com.



Web Site: http://www.talisma.com

Contact Details: Danny Whatmough
0208 339 4428
dannyw@wildfirepr.co.uk