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- Talisma eCRM Suite provides industry’s only truly integrated solution –

London: 6 April 2001: In a move that promises to change the landscape of the CRM industry, Talisma – full-service provider of powerful and easy-to-use electronic customer relationship management (eCRM) solutions – today launched the next generation of its Talisma eCRM Suite. The only truly integrated offering on the market, the Talisma eCRM Suite uniquely combines service, sales and marketing capabilities for a complete customer interaction viewpoint that leverages customer information across entire organisations.

“By all indications, the total integration of the Talisma eCRM Suite is a first for the market, launching well ahead of when analysts had predicted products like this would appear in the industry,” said Pradeep Singh, Talisma founder and CEO.

“Starting the second half of 2001, and continuing through 2002, vendors will start delivering complete eCRM suites – e-sales, e-marketing, and e-service - to respond to the needs of their customers in those areas,” said Esteban Kolsky, senior research analyst at the Gartner Group. “Through the end of 2002, and towards the beginning of 2003, companies launching eService initiatives will look at the marriage of web and voice technologies to increase the value of each interaction for all clients.”

“The Talisma eCRM Suite is the best representation yet of Talisma’s philosophy, which departs significantly from the long deployment, rigid structure and often delayed return-on-investment of traditional CRM,” said Singh.

According to Singh, Talisma focuses instead on three essential concepts: power, ease and economics. These concepts are reflected in Talisma’s depth of product functionality; empowerment of individual users to customise the product to their needs; evolution of the product within a company based on ongoing use; and the product’s rapid deployment and proven early return on investment.

POWER
-- Integrate millions of interactions across all departments and touchpoints --

The Talisma eCRM Suite, available in both installed and hosted versions, offers an Internet-architected eCRM platform that provides the most powerful software solution in the industry today, helping companies build long-lasting, profitable relationships with customers, partners, vendors, employees, investors and others.


Through a universal queue, the Talisma eCRM Suite engages all traditional and electronic touchpoints including:

-- Phone -- Chat
-- E-mail -- VoIP
-- Web self help -- Fax
-- Web forms -- Face-to-face meetings

Based on 17 integrated technologies, the Talisma eCRM Suite’s product feature depth allows for almost any customer interaction strategy, from designing sophisticated service, marketing or sales business processes with graphic workflow tools, to creating reports and in-depth customer data analyses with an integrated analytics engine.

Scalable to accommodate thousands of concurrent users and to handle millions of interactions per day, the Talisma eCRM Suite can support businesses from mid-market to enterprise-level.

EASE
– Deployment in days, use-based evolution --

Deployed enterprise-wide in as few as five days, use of the Talisma eCRM Suite can begin almost immediately, rather than several months following implementation. The product’s familiar feel and friendly, intuitive interface also helps users get up and running with very little training. Companies can then adapt the product further to their organisations based on ongoing use, a concept called “use-based evolution.”

In addition, the product is designed to let users customise their day-to-day workspaces by simply dragging and dropping desired fields, categories and properties, segmenting data to show only the information each user needs.

Open, XML-based architecture allows for integration with other mission-critical software that companies may already have in place, making Talisma a seamless part of the organisation’s technology infrastructure and causing a minimum amount of disruption to the company’s normal function and revenue generation during implementation.



ECONOMICS
– Quickest, highest ROI in the CRM business --

For many of its customers, Talisma has proven its ability to change the economics of their organisations, both in terms of total cost of ownership (TCO) of the product and return on investment (ROI).

“We are amazed by the productivity gains we’ve realised using Talisma,” said Michelle Lefferts, systems manager for The Chronicle of Higher Education. “For the first time in the Chronicle’s history, we’ve virtually eliminated overtime among the support staff.”

With Talisma’s quick deployment cycle, and without the need for lengthy, complex training, companies can realise much more rapid ROI and more immediate business benefits, including increased cross-sell and up-sell opportunities, customer satisfaction, loyalty and sales.

“Talisma has proven to be a great investment,” said Tiffany Villacourt, CIO of BodyTrends.com. “By bringing all of our e-mail marketing in-house, we have saved over $300,000 in just six months.”

By customising “cost-to-serve,” Talisma can apply appropriate resources to different customer levels. With the cost of each type of customer interaction varying by communication channel – an e-mail being less expensive than a phone call, for example -- companies can configure the Talisma eCRM Suite to offer different customers different service options, based on the past and potential value of each customer.

Customer beta testing – strong acceptance

Talisma customers who have tested beta versions of the Talisma eCRM Suite have weighed in enthusiastically. "We're very excited about the next version of the Talisma eCRM Suite,” said Lenzy King, director of customer care at Lowe’s, a long-time Talisma customer. “During our evaluation of the new product, we've seen huge improvements in the user interface, outbound campaign mailer and reporting. Even the rules engine, which we thought was the best around, got even better."






About Talisma - www.talisma.com
Talisma Corporation is the only full-service provider of enterprise-class electronic customer relationship management (eCRM) solutions for effective and robust service, sales and marketing. Their proven experience and expertise has helped hundreds of companies create long-lasting and profitable customer relationships. Whether hosted or installed, modular Talisma(tm) eCRM products and services are easy to deploy, extend, integrate, and scale, to ensure superior relationship management across multiple communication channels including phone, e-mail, Web self-help, Web forms, chat, VoIP, fax, wireless and face-to-face meetings. The company also provides extensive training and integration services and outsourced staffing services.
Headquartered in Seattle, Washington, Talisma has more than 600 employees, with offices in India, Europe, Asia, Australia and 15 cities across the U.S. The company has a rapidly growing list of more than 400 customers including Real Networks (Nasdaq: RNWK), Exodus (Nasdaq:EXDS), Lowe’s Companies Inc. (NYSE: LOW), MSNBC, NetGrocer.com, EMI and BlueNile.com. Talisma is privately held with investments from Oak Investment Partners, Madrona Venture Group, The Carlyle Group, SeaPoint Ventures and Cedar Grove Investments.

For further information including an additional fact sheet please contact:
Nick Gomersall or Michelle Kerschoff
Talisma
Tel: 01494 582046
michelleke@talisma.com

Sue Eyles or Angela Jones
BlueBird Associates
Tel: 01491 842940
sue.eyles@bluebirdmedia.co.uk
angela.jones@bluebirdmedia.co.uk

www.bluebirdmedia.co.uk

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