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Talisma Acquires

March 30, 2005

An important acquisition in the contact center arena was announced this morning: the acquisition of knowledge management company by CRM player Talisma. The acquisition seems to be in line with what appears to be a recent trend of companies pulling more than one contact center functionality under a single umbrella (the recent purchase of Blue Pumpkin, a workforce management company, by Witness Systems, a call recording and monitoring company, comes to mind).

Think that a few short years ago, the components of the multichannel CRM that Talisma alone provides were, in many cases, separate components from separate companies: e-mail management, Web collaboration, IM, database functionalities, analytics. This recent trend seems to suggest that the contact center industry may be headed for a field of fewer players with larger offerings. Hosted delivery will, we hope, allow these larger companies to tailor their offerings to the small to medium-sized business market: the fastest growing consumers of CRM.


Talisma Acquires


Bellevue, WA March 30th, 2005 – Talisma, a leading provider of Multi-channel CRM solutions, today announced the acquisition of, a market-leading provider of hosted and on-site Knowledge Management (KM) software for Customer Support and Self-service. Talisma will incorporate’s technology, intellectual property, and customer base into its operations, fueling its strategy of organic and acquisition-based growth. The acquisition is the culmination of over eighteen months of technology, product, and business collaboration between the two companies and has already resulted in several product and service offerings. The acquisition of will further enhance Talisma’s award-winning suite of CRM solutions and strengthen Talisma’s position in the fast growing Customer Interaction Management (CIM) segment of the CRM market.

Talisma’s acquisition of advances its strategic growth path by leveraging Knowledge Management tools market opportunities, estimated to reach over $5 billion by 2008*, as well as the expected growth in multi-channel call centers in North America, which are projected to climb from 6,600 in 2003 to approximately 13,800 by 2008**. Both growth figures highlight the opportunity for the combined offerings of Talisma and


“Since last year, Talisma’s powerful Multi-channel CRM business expertise and’s leadership in Knowledge Management have already produced a strong combined solution for customers around the world. We believe, as a result of this acquisition, Talisma will expand its market presence to become a significant solution provider for both Enterprise and SMB Customer Interaction Management solutions,” said Robin Goad, Senior CRM Analyst at Datamonitor. “As the number of customer interactions continue to rise, companies worldwide are recognizing the value of optimized Multi-channel CRM solutions. As a result, they are turning to providers like Talisma for robust solutions that are easy to implement and result in a rapid return on their investment.”

“Talisma is committed to providing our customers with the best Multi-channel CRM solutions available,” said Dan Vetras, President & CEO of Talisma. “, a market leader in Knowledge Management products and services, delivers the most comprehensive, out-of-the-box knowledgebase solution available. Our tremendous success in selling on an OEM basis has led us to our decision to acquire the company. Moving forward, this complete and seamless integration will continue to deliver the most comprehensive suite of Knowledge and Customer Interaction Management solutions available – now under one umbrella.” 


“The team is extremely pleased to join Talisma and contribute our expertise and proprietary technology to develop a comprehensive and compelling Multi-channel CRM offering,” said Alex Kazerani, CEO of, who will join the Talisma management team. “The consolidation of our companies extends our commitment to offer relevant and functional customer support tools based on Knowledge Management. Our customers will now have the opportunity to broaden their scope by taking advantage of powerful Multi-channel CRM solutions.”

About Talisma

Talisma is a leading provider of Multi-channel CRM solutions. Talisma Multi-channel CRM integrates the power of chat, email, phone, and real-time collaboration with a mature, robust multi-channel interaction management platform, comprehensive analytics, and a fully integrated knowledgebase and customer database. 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

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