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Talisma Integrates WebEx Support Center Service to Deliver Live Web SupportWebEx Support Center Service Enables Talisma Users to Escalate from Chat Support to a Complete, Web-Based Remote Support in One ClickSAN JOSE, Calif., October 23, 2002— WebEx Communications, Inc. (Nasdaq: WEBX), the Web communications services leader, today announced that Talisma Corporation, one of the industry leaders in Customer Service Management, has integrated WebEx Support Center into the Talisma® Chat service. WebEx Support Center is a Web-based support service that uses the advanced communications capabilities of the WebEx network and its MediaTone™ technology to enable agents to identify, resolve and track technical support issues. Integrating WebEx’s Support Center’s capabilities with Talisma Chat gives customers an easy and seamless way to escalate from an existing chat session to a live, highly interactive WebEx support session. WebEx Support Center allows companies to increase first-time resolution rates and decrease onsite visits, dramatically reducing support costs.By integrating WebEx Support Center service, Talisma Chat users can troubleshoot, diagnose and solve problems by remotely viewing and controlling customers’ applications or desktop. With WebEx Support Center service, Talisma users can even transfer files, apply patches and install software updates. Agents can use the service’s administrative and reporting tools to generate session reports, and record the session to create a digital library. More information about the integration is located on Talisma’s Web site at http://www.talisma.com/webex. “With WebEx’s powerful integration capabilities, we seamlessly combined WebEx Support Center service and Talisma Chat, creating a more comprehensive Web-based remote support solution,” said Mike McClure, vice president of Marketing at Talisma. “We are now able to deliver a feature-rich and interactive call center support service that enables our customers to substantially reduce their support costs while providing superior service to their clients. Our alliance with WebEx strengthens Talisma’s reputation for providing unmatched customer support solutions to enterprises.” "WebEx Support Center fills the gap between frustrating and ineffective telephone support, and delayed and expensive onsite visits,” said David Farrington vice president of Corporate Development at WebEx. “Combining Talisma Chat and the WebEx Support Center service enables enterprises to offer a cost-effective and efficient escalation channel—seamlessly moving from online chat to live, highly-interactive Web support session—enabling them to better service customers while reducing the cost of support.” WebEx provides Web communications services to corporations, technology companies and telecommunications providers worldwide. All of WebEx’s services are built on the WebEx Multimedia Switching Platform and delivered through the WebEx Interactive Network, a high-performance global network specifically designed for real-time Web communications. With hubs around the world and a carrier-class information switching architecture, WebEx provides a superior level of performance, reliability and security. About WebEx Support Center WebEx has enhanced its powerful communications platform to create the most advanced Web-based support service on the market. WebEx Support Center uses WebEx’s data, voice and video communications capabilities and specialized support administration tools to enable agents to provide live web based support far beyond the limitations of traditional telephone, chat or email. WebEx Support Center does not require hardware/software investments, IT resources or firewall reconfiguration. About Talisma Talisma Corporation is a provider of customer service and support solutions that allow businesses to create an integrated view of customer interactions and information across a company or organization. Talisma has a proven philosophy of rapid software deployment and use-based evolution, which has helped hundreds of companies create long-lasting and profitable customer relationships and produce rapid ROI. Whether installed on site or provided in an ASP model, Talisma's products and services are easy to deploy, extend, integrate, and scale. The company also provides extensive training and integration services and outsourced Expert Services. Talisma's Outsourced Services provide skilled and knowledgeable people to support a company's need for 24x7 worldwide support, complimenting its full suite of product offerings. Headquartered in Seattle, Talisma has more than 500 employees with offices in India, Europe, Asia and the U.S. The company has a rapidly growing list of more than 400 customers including Microsoft (MSFT), Dell (DELL), Real Networks (RNWK), Click2Learn (CLKS), Air Products (APD), United Business Media (UNEWY), Business 2.0, TechRepublic/CNET (CNET), Time Life Inc., MSNBC, Cooper Tires (GTB), The Red Cross, EMI, Mexicana Airlines, Tupperware (TUP), World Wrestling Entertainment (WWE) and BlueNile.com. Talisma is privately held with investments from Oak Investment Partners, Madrona Venture Group, Paul Maritz, SeaPoint Ventures, Cedar Grove Investments and The Carlyle Group. About WebEx Communications, Inc. Founded in 1996, WebEx Communications, Inc. (NASDAQ: WEBX) is the leader in Web communications services. WebEx provides Web-based carrier-class communication services using its multimedia-switching platform deployed over a global network. WebEx’s services enable end-users to share presentations, documents, applications, voice and video spontaneously in a seamless environment. WebEx’s services are used across the enterprise in sales, support, training, marketing, engineering, and various other functions. With its modular framework, standards-based APIs and unique MediaTone technology, WebEx’s multimedia communications platform is the standard for meetings on the Web. Please call toll free (877) 509-3239 or visit http://www.webex.com for more information. Journalists should contact Colin Smith at Antenna Group (415) 977-1912, colin@antennagroup.com or Jerry Johnson at Talisma (425) 897-3281, jerryj@talisma.com. This press release contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. These forward-looking statements may be identified by use of the terms anticipates, believes, continue, could, estimates, expects, intends, may, plans, potential, predicts, should or will, or the negative of those terms or similar expressions. These forward-looking statements are subject to significant risks and uncertainties. Actual results may differ materially from those described in such statements as a result of these risks and uncertainties. In particular, these forward looking statements include, but are not limited to, the statement that WebEx Support Center allows companies to increase first-time resolution rates and decrease onsite visits, dramatically reducing support costs, that the WebEx-Talisma solution enables enterprises to better service customers while reducing the cost of support, and that WebEx provides a superior level of performance, reliability and security. Factors which could contribute to risks and uncertainties include, but are not limited to, the failure of customers to utilize WebEx Support Center effectively in their support operations or to reduce their other expenses and failures in the software and systems underlying WebEx’s services. A fuller discussion of the risks and uncertainties that could affect WebEx Communications, Inc. are more fully set forth in WebEx Communications, Inc.’s filings with the Securities and Exchange Commission, including WebEx’s Form 10-K, filed with the SEC on March 28, 2002 and Form 10-Q filed on August 14, 2002. WebEx Communications, Inc. assumes no obligation to update forward-looking information contained in this press release. MediaTone is a trademark of WebEx Communications, Inc. Editorial Contact: Jerry Johnson Talisma Corporation 425.897.3281 JerryJ@Talisma.com top of page |
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