News Release

Talisma Gives "Voice" to its Outsourced Services with Cisco IP Contact Centre (IPCC)

BANGALORE, India - 22 March 2002: Cisco Systems, the
Mar 22, 2002

BANGALORE, India - 22 March 2002: Cisco Systems, the worldwide leader in networking for the Internet, and Talisma Corp., have completed the deployment of Cisco's IP Contact Centre (IPCC) solution in Talisma's Contact Centre in Bangalore. Talisma is a provider of interaction-centric CRM solutions for service, sales and marketing to mid-market and Global 2000 enterprises.

Cisco's IPCC solution, transforms Talisma's contact centre by enhancing its e-mail and chat offerings and further providing voice, video and web collaboration channels. The solution will now make Talisma an end-to-end service provider in the Tech Support domain. Furthermore the same solution suite can be extended beyond the current contact centre in Bangalore to seamlessly connect other geographically distant contact centres that Talisma might plan to open in the future. This would result in a single global virtual call center.

The Cisco IPCC solution delivers intelligent call routing, network-to-desktop CTI, and multimedia contact management to contact center agents over an IP network. By combining software ACD functionality with IP telephony in a unified solution, IPCC will enable Talisma to support their customer's global e-sales and e-service initiatives. Further the solution has dynamic reporting functionality that allows for the consolidation of timely and accurate information from resources such as the Internet, carrier networks, legacy ACDs, IVRs, agent desktops and other resources. It will enable Talisma to generate and build customized reports for analyzing the contact center's performance.

Speaking on the implementation J. Ganesh, Chief Technology officer, Talisma Corp. said: "Talisma has been in the business of providing support on the e-mails and the chat domains for over 7 years. It is our endeavor to provide value to our customers as a result of which we have added voice to strengthen our support offerings. Cisco gives us reliability, scalability and integration enhancements that are not only realistic alternatives for our customers, but an end-to-end solution that can open new contact channels to take our customer management to the next level".

"Customers today access support services through various mediums which makes it imperative for businesses to have multiple interface options. Cisco's IPCC solution empowers Talisma to do just that for its customers by providing multiple access channels such as voice, video, e-mail and chat amongst others. It further provides investment-protection as it's a single platform that integrates services, is scalable -it can be extended beyond one centre irrespective of geography -and lowers administrative expenses," said B. Ashok, Vice President, Cisco Systems.

The Cisco IPCC delivers an integrated suite of proven solutions - including Cisco ICM, Cisco CallManager, Cisco IP-IVR, Cisco VoIP gateways and Cisco IP phones - that combines Cisco IP telephony and contact center solutions. It will utilize Talisma's existing network, thus optimizing investments in wide-area network (WAN) infrastructure and lowering administrative expenses.

About Talisma Corporation

With over seven years experience in delivery 24/7 support to leading multinationals from its contact center based in Bangalore, India, Talisma has expertise in providing high-end Tech Support and Customer Service. Parent Company, Talisma Corporation is a provider of interaction-centric CRM solutions for service, sales and marketing and has been ranked amongst the top five CRM solutions world wide. Talisma's proven philosophy of rapid software deployment and use-based evolution has helped hundreds of companies create long-lasting and profitable customer relationships and see early returns on their investment.

Talisma Corporation is a provider of interaction-centric CRM solutions for service, sales and marketing to mid-market and Global 2000 enterprises. Headquartered in Seattle, Talisma has more than 500 employees with offices in India, Europe, Asia and 15 cities across the U.S. The company has a rapidly growing list of more than 400 customers including Real Networks (Nasdaq: RNWK), Air Products (NYSE: APD), United Business Media, MSNBC,, Twinings, EMI Group, Mexicana Airlines, Tupperware, Sony, Starbucks and Talisma is privately held with investments from Oak Investment Partners, Madrona Venture Group, The Carlyle Group, SeaPoint Ventures and Cedar Grove Investments. For More Information on Talisma, visit

About Cisco Systems

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