KM Expert Summit 2007

1. www.business-solutions.co.il KM Expert Summit 2007 Because Simple Knowledge is Winning KnowledgeDo more with Less! Presented by: Sean P. O’Connell Director, European Marketing

2. Company Mission • Talisma is a global provider of Customer InteractionManagement (CIM) software solutions enabling contact center, customer service, sales & marketing organizations to deliver a truly exceptional customer experience.

3. Knowledgebase Defined • A Knowledgebase offers the promise of leveraging the intellectual assets of a company and is most commonly described as “capturing, retaining, and reusing employee knowledge.” • The Knowledgebase should be focused on enabling all user groups in a company’s ecosystem to find the correct information at the right time. • Employees, customers, and partners should be able to retrieve knowledge from a common repository and also participate in a controlled processfor contributing their valuable knowledge learned in the course of their job to that common repository.

4. The Bottom Line • “Organisations Need to Improve Services Across All Channels.” • “Top strategies for centers with defined strategies include customer satisfaction (75%), quality and process improvements (70%), and technology strategy (70%).” • “Cost per interaction for technical support averages $12 while cost for web self service averages less than 25 cents”. Self-Service Initiatives for Contact CentersElizabeth Herrell, Forrester Research April 24th, 2006

5. Customer Satisfaction: Speed and Accuracy are Top Factors More sensitivity to email response than phone Percentage of Online Users Question: Which of the following aspects of customer service most affect your decision to make future purchases from a particular Web site? (Select all that apply.) Source: JupiterResearch/Ipsos Insight Consumer Survey (11/06), n = 2,104

6. Knowledgebase Business Scenarios Self Service Contact Centers Help Desk Document Management

7. Self Service Success Story: Sharp Electronics Corporation • Business Challenge • Supporting a fast growing global customer base was increasingly challenging • Large number of routine questions, each requiring agent attention were driving up hold times • Meeting customer expectations was becoming a challenge • Talisma Solution • Robust customer self service using Talisma Knowledgebase • Auto-conversion tool rapidly populated articles • Personalized, branded customer portal • Key Business Benefits • Reduced call volume 15% in the first month, 50% in the first year • Positive ROI in the first six months • Increased customer satisfaction Sharp is a world-class leader in LCD technology and portable laptop performance

8. Knowledgebase Business Scenarios Self Service Contact Centers Help Desk Document Management

9. Contact Center Success Story: Canon USA, Inc. • Business Challenge • Provide superior support to Canon’s dealer network • Ensure up-to-date drivers and technical information is available 24/7/365 • Integrate with trouble ticketing system • Talisma Solution • Implemented Talisma Knowledgebase • Utilized robust article workflow and expiration systems • Key Business Benefits • Supporting more customers more effectively with fixed resources • Retaining knowledge regardless of employee turnover • Increased customer satisfaction shown in surveys • Achieving over 40,000 knowledge interactions per month Canon is a leader in professional business and consumer imaging equipment and information systems

10. Knowledgebase Business Scenarios Self Service Contact Centers Help Desk Document Management

11. Help Desk Success Story: Rohm and Haas • Business Challenge • Improve efficiency of helpdesk employees • Organize information needed to support hundreds of products • Integrate with trouble ticketing system • Talisma Solution • Implemented Talisma Knowledgebase • Installed and operational within weeks • Rapid article import using “single click import” • Key Business Benefits • Rapid ROI driven by a fully operational system with over 1000 articles in less than three weeks • Increased first call resolution by 50% • Improved efficiency, help desk employees handle more calls in less time • Consistent, accurate, up-to-date information Rohm and Haas is one of the world’s largest producers of specialty chemicals

12. Knowledgebase Business Scenarios Self Service Contact Centers Help Desk Document Management

13. Doc Mgmnt Success Story: University Hospitals of Leicester NHS Trust (UHL) • Business Challenge • Provide a single point of access for all corporate information to partners, vendors, and the general public • Enable powerful search technology to support the different constituencies • Install robust document management functionality with version control • Talisma Solution • Implemented Talisma Knowledgebase • Single application for both internal and external users • Search engine supports medical research and general queries • Key Business Benefits • Improved patient care through timely, accurate, reliable information • Reduced printing and distribution costs for documents • Increased efficiency by consolidating information sources UHL is one of the largest acute teaching hospitals in the United Kingdom

14. The Key to SuccessFour key considerations when Choosing a Knowledge Management Solution Provide Multiple Search and Retrieval Methodologies Streamline Content Creation and Publishing Processes Guide Users to Appropriate Support Alternatives Simplify the Implementation Process According to Jupiter Research, 'It is critical to optimize keyword, text, and natural language processing searches by employing tools such as a synonym engine, allowing words with similar meanings to be linked together or indexing remote content sources, enabling users to search into alternate Web sites, databases and other file servers. 1. PROVIDE MULTIPLE SEARCH AND RETRIEVAL METHODOLOGIES

15. The Key to SuccessFour key considerations when Choosing a Knowledge Management Solution Provide Multiple Search and Retrieval Methodologies Streamline Content Creation and Publishing Processes Guide Users to Appropriate Support Alternatives Simplify the Implementation Process “The adoption rate of Talisma Knowledgebase is so high because the software is so user friendly,” says Lucy Boardway, Knowledge Engineer, Rohm and Haas. “As our user base grows, we’re pleased with the return we have enjoyed on our investment in this software and would highly recommend it to other companies.” 1. PROVIDE MULTIPLE SEARCH AND RETRIEVAL METHODOLOGIES

16. The Key to SuccessFour key considerations when Choosing a Knowledge Management Solution Provides Multiple Search and Retrieval Methodologies Streamlines Content Creation and Publishing Processes Guides Users to Appropriate Support Alternatives Simplify the Implementation Process “We believe Talisma’s focus on integration across channels and systems will help us take eSignal customer service to the next level,” said Scott Johnson, Vice President of Client Services, eSignal. 1. PROVIDE MULTIPLE SEARCH AND RETRIEVAL METHODOLOGIES

17. The Key to SuccessFour key considerations when Choosing a Knowledge Management Solution Provide Multiple Search and Retrieval Methodologies Streamline Content Creation and Publishing Processes Guide Users to Appropriate Support Alternatives Simplify the Implementation Process • Focus on Essential Features • Use the recommended implementation process to reduce throwaway and rework efforts • Before adding a level of complexity, validate assumptions with users • Conduct a business needs assessment to ensure scope and return are known in advance 1. PROVIDE MULTIPLE SEARCH AND RETRIEVAL METHODOLOGIES

18. Choose the Leader in Web Self-Service!

19. Talisma CIM 8.0 Suite • Complete Channel Choice • Provide a consistent experience • Facilitate escalation between channels • Deliver new and innovative channels including VoIP • Consistent Customer and Agent Experiences • Deliver accurate messages across self and assisted service channels • Automate intelligent responses • Rich Agent User Interface • Immediate Customer Handling • Common Queuing/Routing to most appropriate agent • All interactions in single view • Drive Ongoing Improvements • Business Process and On-the-fly Adjustments • Connect to 3rd Party Applications • Leverage existing investments • Improve service speed and quality

20. Choose the Leader in Web Self-Service!

21. In Conclusion • Website: www.talisma.com • Talisma Trial Offers for Customer Interaction Management Solutions • Talisma Customer Interaction Management 7.0 Suite (8.0 from March) • Talisma Email • Talisma Chat • Talisma Knowledgebase • Local Presence, for Sales, Service & Support through • Business Solutions, right here in Tel Aviv.

22. www.business-solutions.co.il Visit us at the Business Solution Stand Questions? Thank you seanp@talisma.com