Salesforce.com turns to Talisma for e-mail and chat

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On-demand business firm Salesforce.com Inc. tapped e-mail firm Talisma Corp. to combine chat and e-mail functions with its service and support platform, joining other customers like AOL, Microsoft and Sony.

Salesforce.com, San Francisco, customers now can use chat and e-mail for customer inquiries while providing real-time agent access to customer information stored in the system. Salesforce.com customers include Avis/Budget Rent A Car, AOL and Nokia.

Talisma, Bellevue, WA, helps users rapidly respond to inbound e-mails and reduce response times by up to 50 percent. Talisma's e-mail intelligently routes e-mails to the best agent based on expertise, customer priority and availability, all of which combine to increase first call resolution.

With Talisma Chat for AppExchange, a single Salesforce user can handle several simultaneous chat sessions.

Also, an optional Proactive Chat module engages Web site visitors with a pop-up to offer assistance based on pre-defined settings such as time spent on a particular Web page, shopping cart value, or any of numerous customer defined settings.

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