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Company : Business Wire 
Friday, September 10, 2004 12:06PM IST (6:36AM GMT)
Talisma Acquires eAssist; Positions Talisma as the Market Leader in Growing Customer Interaction Management Market
Bellevue, Wash., United States

Talisma(TM), a leading provider of Multi-channel CRM solutions, announced today the acquisition of eAssist, a global provider of customer service, support, and marketing software. Talisma will incorporate eAssist's technology, intellectual property, and customer base into its operations. The acquisition will further enhance Talisma's award-winning CRM offering and will allow Talisma to better leverage opportunities in the growing Customer Interaction Management (CIM) segment of the CRM market.

The Customer Interaction Management software market is estimated to grow from $400M in 2004 to $1B in 2008 according to Gartner Research. "Interest in customer interaction management solutions continues to grow among organizations. Combining Multi-channel CRM and CIM, as noted in Gartner Customer Interaction Hub research, results in an integrated suite of products and technologies that meets these interests," said Esteban Kolsky, Research Director at Gartner.

"Talisma's mission is to provide our customers with the best Multi-channel CRM solution available," said Dan Vetras, President & CEO of Talisma. "eAssist has historically been a market leader with its focus on contact center products and services. Combining eAssist with Talisma's Multi-channel CRM platform will bring a powerful combination of Multi-channel CRM and customer interaction management to the market."

Already boasting a world-class list of customers in more than 28 countries around the world, this acquisition will further solidify Talisma's presence and position the company as a leading global provider of Multi-channel CRM solutions. The acquisition will also increase operational efficiencies and focus the collective resources of both companies on product development and service innovation. This will maximize the overall value Talisma delivers to current and future customers.

"The eAssist team is extremely pleased to join Talisma and contribute its motivation, talent, and experience to developing a comprehensive and compelling Multi-channel CRM offering," said Jeff Canada, President & CEO of eAssist. "By consolidating the two companies, we ensure that we continue to fulfill our goal -- to enable enterprise customers to provide outstanding customer care." Canada will serve as interim advisor to the transition team through the end of FY '04.

About Talisma

Talisma is a global provider of Multi-channel CRM solutions enabling organizations to deliver a truly exceptional customer experience. By optimizing the customer's communication channel of choice -- E-mail management, phone, self-service, chat, or the Web -- Talisma delivers total customer satisfaction for service, marketing, and sales organizations. Talisma's global customers include Aviva, Citibank, Coast Capital Savings, Dell, HGTV, Microsoft, MWB, and Sony. Talisma is based in Bellevue, Washington, with offices across the United States, Europe, and Asia. For more information, please visit www.talisma.com.

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