Largest Dedicated Conference Calling Provider in the World Leverages Talisma’s Customer Interaction Management Solutions

London, UK – 25th April, 2007 – Talisma® Corporation (, the market leader in Customer Interaction Management (CIM) solutions, has today announced that Talisma Email and Talisma Knowledgebase have been implemented by InterCall, the largest dedicated conference calling provider in the world, to improve quality of customer service and increase the efficiencies of its phone and email-based customer interactions. The contract was secured by Talisma reseller Centrix, which has worked with InterCall for over four years to deliver and support its Automatic Call Distributor (ACD) system.

The company’s European operations centre in Gloucester receives as many as thirty thousand phone enquiries a month. InterCall’s dedicated front line agents directly field the majority of these customer calls however they are supported by an additional 150 operations and IT support staff that are regularly required to help set up calls and deal with support enquiries. By leveraging Talisma’s Knowledgebase solution, all of InterCall’s employees can rapidly access up to date and relevant information to manage any enquiry. Powerful processes within Talisma Knowledgebase streamline the entire documentation process, allowing front line and support staff to easily share information throughout the organisation.

InterCall receives an average of 10,000 customer emails per month. Talisma Email ensures that these emails are directed to the most appropriate agents, using intelligent routing rules. As Talisma’s technology gives agents access to customer specific information and a 360 degree view of each customer history, they can better anticipate the customer’s needs and tailor their email replies accordingly. The auditing and tracking functionality also provides InterCall with a greater overview of internal workflows, allowing the company to continually improve its customer service.

“InterCall offers round the clock service and caters for conference calls varying in size from 5 to 5000 people. We deal with the needs of small companies through to large Multi-National Organisations. Our customers are used to, and expect, high levels of service,” explained Tim Smithers, Head of Operations EMEA at InterCall. “Talisma instinctively understood that we have to be very responsive to meet our clients exacting standards and their professionalism and adaptive technology has really impressed us.”

“It’s now the norm, not the exception, for companies in the UK to expect high levels of customer service across multiple channels,” commented Jon McNerney, VP and General Manager of international operations at Talisma. “Many companies are adopting CIM technologies such as Talisma Email and Talisma Knowledgebase to improve their customer service and stay several steps ahead of the competition.”

In the second phase of deployment InterCall plans to leverage Talisma Knowledgebase technology to offer its customers greater access to web self service options alongside its current channel offerings.

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About InterCall
InterCall, a division of West Corporation (NASDAQ: WSTC), is the largest service provider in the world specializing in conference communications. Founded in 1991, InterCall's services include audio, event, web and video conferencing solutions. Along with a team of over 250 Meeting Consultants, InterCall employs more than 1500 operators, customer service representatives, call supervisors, accounting, marketing, IS and IT professionals. For more information, please visit

About Talisma
Talisma Corporation is the leading provider of Customer Interaction Management (CIM) solutions that empower businesses to deliver an exceptional customer experience. Talisma’s proven products help customer service and support organizations to proactively and reactively engage in a continuous customer dialogue by integrating Web self-service, email response, live chat, VoIP, phone, and campaign management with comprehensive analytics and a system-wide knowledge base. Talisma has more than 800 customers globally including AOL, Aviva, Banque Populaire, Betdaq, Canon, ChevronTexaco, Citibank, Dacorum Borough Council, Daimler-Chrysler, Dell, DHL, E.on, EPSON, Ericsson, Intuit, John Lewis, Microsoft, MWB, Pitney Bowes, Siemens, Sony, Sprint, NHS University Hospital of Leicester and Xchanging. Talisma is headquartered in Bellevue, Washington, and has offices located across Asia-Pacific, Europe, and North America. For more information, visit

Published on: 12:00AM on 25th April 2007