Talisma Knowledgebase solution supports O2’s retail and call centre divisions in Ireland

London, UK – 5th December, 2006 – Talisma® Corporation (www.talisma.com), the leading provider of enterprise Customer Interaction Management (CIM) solutions, has been selected by 02 Ireland to provide a solution which will enhance knowledge management within the organisation. This in turn will further enhance O2’s customer service capabilities.

Talisma’s Knowledgebase has already been implemented at O2’s national call centre in Limerick giving Customer Service Representatives rapid access to accurate and relevant information that helps them resolve customer queries even more quickly.

In January 2007 the solution will be rolled out to all 62 of O2’s retail outlets across Ireland. This will ensure that retail personnel can access the most current and relevant information about products, solutions and retail prices, thereby further enhancing the in-store experience of O2 customers and ensuring consistency of information across all customer-facing personnel.

O2 Ireland eventually plans to roll out Talisma Knowledgebase across the whole organisation, enabling all employees to access accurate and consistent information which they can use to better support customers.

Talisma Knowledgebase streamlines the entire documentation process for companies to share information with employees, customers and partners. With ease of use in mind, customer information is delivered through a flexible portal within the single screen agent interface. Talisma Knowledgebase’s intelligent search facility not only provides customer service teams with rapid access to the right information today, but through its intelligent learning routines it will learn to anticipate and better facilitate enquiries in the future.

“O2 prides itself on its excellent standards of customer service, which we are always striving to enhance”, said Tony Hanway, Director, Customer Care - O2 Ireland. “Even though Talisma Knowledgebase has only recently been implemented and the roll out is not yet complete, we are already seeing the benefits and internal feedback has been very positive. Our customer service representatives are increasingly able to solve customer queries during the first call due to the speed and quality of information supplied by Talisma Knowledgebase.”

“Like many businesses in the marketplace, O2 is looking to improve customer service by delivering consistent high quality information across multiple departments,” commented Jon McNerney, VP and general manager of international operations at Talisma. “Through its recent implementation of Talisma Knowledgebase, O2 has already experienced some of the many benefits that can be achieved by implementing a cohesive and intelligent data management system to support its customer service offering.”

-ends -

About Talisma Knowledgebase
Talisma Knowledgebase enables companies to quickly and cost-effectively provide customers 24/7/365 access to information through the web. The powerful search engines in Talisma Knowledgebase ensure customers get rapid, accurate and consistent responses. It also improves internal productivity by giving agents and employees access to expert, real-time information. Flexible article access, easy authoring and robust review workflow further enhance the centralised knowledge repository. A powerful reporting tool indicates which articles users look for and what is unavailable, driving continuous improvements.

About Talisma
Talisma 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, and 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 AOL, Aviva, Banque Populaire, Betdaq, Canon, ChevronTexaco, Citibank, Dacorum Borough Council, Daimler-Chrysler, Dell, DHL, E.on, EPSON, Ericsson, Intuit, Microsoft, MWB, Pitney Bowes, Siemens, Sony, Sprint, NHS University Hospital of Leicester and Xchanging. For more information, visit www.talisma.com.

About O2
O2 comprises mobile network operators in the UK and Ireland, along with integrated fixed/mobile businesses in Germany and the Czech Republic. It also owns 50% of the Tesco Mobile and Tchibo Mobilfunk joint venture businesses in the UK and Germany respectively as well as having 100% ownership of Be, a leading UK fixed broadband provider. In addition, the group includes O2 Airwave, which supplies secure digital communications to the emergency services and other public safety organisations.

O2, a Telefónica company, is headquartered in Slough, UK, and has more than 37 million customers across Europe.

In Ireland O2 is a leading provider of mobile services, offering communications solutions to 1.6 million customers in Ireland. With offices in Dublin, Cork, Galway and Limerick, O2 Ireland has a total workforce of over 1,700 employees. In 2006, O2 Ireland was named the best company to work for in Ireland and one of the 10 best companies to work for in Europe.

For further information, please contact:

Anna Burke
Talisma Corporation
+1 (0) 425 688 3877

James Delves
Wildfire PR
+44 (0) 20 8339 4420

Niamh Boylan
O2 Ireland
+353 86 3809191

Published on: 12:00AM on 6th December 2006