Released on = November 27, 2006, 9:05 am

Press Release Author = James Delves/Talisma

Industry = Telecommunications

Press Release Summary = Online gambling is set to exceed £5.2 billion this year -
with 76 per cent of the UK's 29 million internet users betting on a regular basis.
An independent audit, by customer service specialist Talisma, of the 100 most
popular UK online gambling sites has revealed that despite the success of the
industry, many of the websites are failing to deliver acceptable levels of customer
service.


Press Release Body = Monday 27th November- Online gambling is set to exceed £5.2
billion this year - with 76 per cent of the UK's 29 million internet users betting
on a regular basis. An independent audit, by customer service specialist Talisma, of
the 100 most popular UK online gambling sites has revealed that despite the success
of the industry, many of the websites are failing to deliver acceptable levels of
customer service.



The recent introduction of the US anti-internet gambling bill, which restricts the
accessibility of online gambling to US residents, has created much confusion into
the legality of online gambling in other countries. Posing as a customer, Talisma
asked every site in the audit whether betting via the internet is legal in the UK.
The support offered by the 100 gambling sites was less than satisfactory, with:

· 40 per cent of e-mails ignored

· 16 per cent of the calls made to the sites not answered

· 30 per cent of online internet chat sessions requesting advice not replied
to



With customers now encouraged to interact with gambling sites using more cost
effective communication methods such as email and online chat, the audit also
analysed how good the sites were at supporting these new channels. When tested, 80
per cent of the websites had disparate systems supporting different communication
channels, meaning that staff were not able to access the necessary information to
solve enquires, creating frustration in the customer and probable lost business.



The audit carried out in August 2006 also concluded that online self service support
for customers was particularly bad. Only four per cent of sites were able to provide
users with a service that allowed them to search online help documents for solutions
to their problems.



"Over the past few years the industry has made a significant investment in online
gambling sites. Many organisations are failing to integrate their online services
with customer service operations. When you consider that the online gambling market
is becoming increasingly competitive and that customers are able to move to a
competitor with a click of a mouse, organisations need to start perceiving customer
service as a differentiator rather then a luxury," said Jon McNerney, vice president
international operations at Talisma.



Methodology

The Talisma online gaming audit was conducted amongst the top 100 UK online gaming
companies in August 2006. The audit monitors key best practice characteristics of
customer service, including:

· Access to service channels: Email, Chat, Phone and Self Help

· Response speed

· Accuracy and completeness

· Personalisation

· Media Blending



Final audit scores are calculated based on point scoring across multiple service
channels. Service channels are weighted within the audit based on best practices and
popular acceptance. The proper execution of these best practice criteria has been
proven to elevate the quality of customer service and deliver optimal return on
investment (ROI).

To download a copy of the report please visit: www.talisma.com/ukgamblingaudit.

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About Talisma

Talisma Corporation is a global provider of Customer Interaction Management
solutions that enable businesses to deliver a truly exceptional customer experience.
Talisma's solutions integrate the power of email, phone, chat, VoIP, and Web
self-service with a robust and mature customer interaction management Web services
platform, comprehensive analytics, and a system-wide knowledgebase. Talisma\'s
global customers include Aetna, AOL, Aviva, Bank of America, Canon, ChevronTexaco,
Citibank, Coast Capital Savings, Daimler-Chrysler, Dell, DHL, Ford, HGTV, Intuit,
University of Alabama, Microsoft, Pitney Bowes, Siemens, Sony, Sprint, and the US
Department of State. For more information, visit www.talisma.com.



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Web Site = http://www.talisma.com/ukgamblingaudit

Contact Details =
James Delves
Wildfire PR
DDI: +44 (0)20 8339 4426
Mobile:+44 (0)77 1289 7901
Fax: +44 (0)20 8390 6281
Email: Jamesd@wildfirepr.co.uk
www.wildfirepr.co.uk