Talisma Email and Answer Product Combo Addresses Volume Email Challenges

Product Combo Improves Customer Response Times and Agent
Productivity
BELLEVUE, Wash.--(Business Wire)--
Talisma(R) 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. Fully 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, or by calling
888-462-3484.

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.

Talisma Corporation
Ann Reichert, 858-254-3676
areichert@talisma.com
or
Wildfire PR
Danny Whatmough, +44 (0) 20 8339 4420
pruk@talisma.com
or
2020
Sumitha Krishnamoorthy, +91-80-22123111-3
prin@talisma.com

Copyright Business Wire 2008