Released on: April 9, 2008, 7:02 am

Press Release Author: Talisma

Industry: Telecommunications

Press Release Summary: Powerful web self-service tool and advanced email management
transform contact centre operation

Press Release Body: London, UK - 09 April 2008 - Easily.co.uk, the UK's leading
domain name and website company, has achieved a 20 per cent reduction in inbound
support queries by deploying a powerful web self-service channel, powered by Talisma
Knowledgebase. The implementation of advanced email management and live chat tools
from Customer Interaction Management (CIM) solution provider Talisma has also
enabled Easily to ensure its 250,000 customers receive rapid, personalised and
accurate responses to any enquiry.

Easily implemented Talisma Knowledgebase, Talisma Email and Talisma Chat at its 20
person strong contact centre in 2006. Talisma Knowledgebase has reduced incoming
email and phone enquiries from around 11,000 per month to less than 9,000 by
empowering Easily's customers to find answers to any queries on an online portal,
using Talisma's intelligent search facility.

The integration of Talisma Email has enabled Easily to significantly improve the
speed and accuracy of email responses, with as many as 94 per cent of all emails now
answered within eight business hours. By adding live chat facilities to its
customer service offering, Easily has also enabled contact centre staff to handle
multiple support queries at the same time and increase productivity.

The Talisma CIM tools are fully integrated and provide a unified view of each
customer interaction across any channel, complete with a detailed audit trail of
historical interactions.

"Our business is growing steadily at 19 per cent a year and Talisma has enabled us
to enhance, control and streamline customer interaction across all channels,"
explains Stuart Fuller, group online business manager for Group NBT. "Knowledgebase
is a powerful self-service tool that has alleviated demand on our contact centre to
allow an increased focus on proactive outbound sales calls. The introduction of
emerging communication technologies such as live chat has also enabled us to provide
our increasing customer base with high levels of support without adding more
customer service personnel to the team."

As a result of the success of the Talisma CIM suite at Easily, the organisation's
parent company, Group NBT plc, has rolled out Talisma CIM across NetNames, the UK\'s
leading domain name management specialist, and NetBenefit which offers managed
hosting solutions for business critical websites.

"Online customers now expect the superior levels of service that the internet allows
in order to be at the fore of this highly competitive environment," commented Jon
McNerney, VP and General Manager of International Operations at Talisma. "Talisma
enables companies, like Easily and NetNames, to give their customers the choice to
search for information online, wherever they are and whenever they need it, and to
quickly deliver accurate and informed responses to enquiries across the customer's
preferred communication channel."

Group NBT plc is a leading provider of domain names and Internet related services,
which also owns the following companies: Easily, NetBenefit, NetNames, and Ascio.
Following the successful implementation of Talisma at Easily, NetNames and
NetBenefit, Group NBT now plans further roll out of Talisma's customer interaction
management products in 2008.

-ends -


About Talisma (UK version)
Talisma is the leading Customer Interaction Management (CIM) software solution
provider enabling organisations globally to deliver an exceptional online customer
experience while dramatically increasing their efficiency and effectiveness.
Talisma\'s customers include Aetna, AOL, British Army, Canon, Carphone Warehouse,
Citibank, Comcast, Dacorum Borough Council, Dell, DHL, E.on, EPSON, Ford, John
Lewis, University of Notre Dame, Microsoft, P&O Ferries, NHS University Hospital of
Leicester and Xchanging. Talisma is headquartered in Bellevue, Washington, and has
offices located across Asia-Pacific, Europe, and North America. For more
information, visit www.talisma.com .

About Easily
Easily is one of the top UK providers of cost-effective web hosting and domain name
services. Easily was formed in 1999 to provide UK businesses and consumers with
reliable services at affordable prices, backed by first-class customer support.
Easily is part of Group NBT plc, which also owns NetBenefit, NetNames and Ascio.


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

Contact Details: Danny Whatmough
dannyw@wildfirepr.co.uk
020 8339 4426