Domain Name Company Sees 20% Reduction in Support Enquiries Just Six Weeks After Talisma Knowledgebase Implementation

London, UK ľ 19th February, 2007 ľ Talisma« Corporation (www.talisma.com) the market leader in Customer Interaction Management (CIM) solutions, has been selected by the UKĺs leading domain name and website company, Easily.co.uk, to enhance online service for its 170,000 customers, by offering a self-service channel and improved email and chat support.

Easily implemented Talisma Knowledgebase, Talisma Email and Talisma Chat in December 2006 across its 20 person strong contact centre. Following the implementation of Talismaĺs online self service solution, Talisma Knowledgebase, Easily has already seen a 20 per cent reduction in its inbound support queries, which usually total 11,000 interactions each month. This has freed up resource to allow an increased focus on growing revenues through proactive outbound sales calls.

With Talisma Knowledgebase, Easilyĺs customers can now visit an online portal to answer any enquiries they might have through Talismaĺs intelligent search facility, thereby alleviating demand on the contact centre. Customer service representatives dealing with the remaining customers through email, phone and chat, can now offer a better standard of service as Talisma provides them with a unified view of each customer complete with an audit trail of historical interactions.

ôJanuary was our best ever month for response times,ö explains Stuart Fuller, online business manager for Easily. ôTalismaĺs customer interaction solutions have very quickly delivered huge benefits, allowing us to work smarter, improve productivity and allocate more time to our outbound sales campaigns.ö

ôEven though our business is growing steadily at 12 per cent a year, the efficiencies that Talisma delivers mean that we can continue to provide our increasing customer base with high levels of support without adding more customer service personnel to the team,ö continued Fuller.

ôCustomers of online businesses increasingly expect the superior levels of service that the internet affords,ö commented Jon McNerney, VP and general manager of international operations at Talisma. ôIn order to be competitive in this highly dynamic environment, businesses need to equip themselves with the tools to deliver this service. Talisma enables companies, like Easily, to give their customers the choice to search for information themselves, and to quickly deliver accurate and informed responses to enquiries regardless of the communication channel.ö

Easily is part of Group NBT plc, a leading provider of domain names and Internet related services, which also owns the following companies: NetBenefit, NetNames, and the recently acquired Danish company, Ascio. Following the successful implementation of Talisma at Easily, Group NBT now plans to roll out Talismaĺs customer interaction management product suite across these other brands in the first half of 2007.