var quote = new Array()

//list the quotes
quote[0]="<i>\"Because of the increasing complexity of enterprise technology deployments, resolving support issues frequently requires multiple people with differing specialties, often requiring cross-vendor cooperation...There is an enormous industry need for the ePeople solution, which allows multiple people to collaborate as teams to expedite problem solving.\"<\/i> <br><br> <span class=\"quotesName\">Bill Rose, Founder/Executive Director of SSPA<\/span>"
quote[1]="<i>\"ePeople Teamwork provides a significant advance in support technology that will improve Openwave's service offering and responsiveness to our developer community. ePeople's  enhanced collaboration capabilities allow us to assemble the optimal team for any support situation – even when team members are distributed worldwide.\"<\/i> <br><br> <span class=\"quotesName\">Kathy Simpson, Director of Developer Marketing, Openwave Systems, Inc.<\/span>"
quote[2]="<i>\"Oracle continually explores new services to help its customers quickly resolve even their most complex issues. With ePeople's Teamwork, ePeople demonstrates its understanding of what's required to solve complex support issues.\"<\/i> <br><br> <span class=\"quotesName\">Graeme Mair, Vice President, Global Program Management, Oracle Support Service<\/span>"
quote[3]="<i>\"As the world leader in business intelligence, we are committed to providing our customers with quick and accurate responses to any issues that might arise within the enterprise environment.  Combining ePeople Teamwork – its collaboration engine, integration openness, and workflow processes – with our award-winning customer support website provides a best of breed framework for delivering high-value solutions to our customers.\"<\/i> <br><br> <span class=\"quotesName\">Ed Shepherdson, Vice President, Global Customer Support, Cognos Inc.<\/span>"
quote[4]="<i>\"Companies, especially those supporting large and complex products, should recognize the collaborative element at work within the support organization, and begin tracking, documenting and optimizing the collaborative processes in place today to streamline resolution for complex problems and to begin capturing this missing knowledge capital for reuse.\"<\/i> <br><br> <span class=\"quotesName\">Giga Information Group \"Look Beyond Traditional CRM Vendors for Collaborative Technical Support Products,\" John Ragsdale,<br>December 27, 2001<\/span>"
quote[5]="<i>\"Support organizations challenged with resolving complex issues will applaud the release of ePeople Teamwork. With customer retention the goal of every company, solving complex support problems quickly and accurately is essential for success. The new version represents a significant advance in building the most knowledgeable resolution team for each service request and ensuring that the team is equipped to resolve the issue quickly.\"<\/i> <br><br> <span class=\"quotesName\">Bill Rose, Founder/Executive Director of SSPA (Service and Support Professional Association)<\/span>"
quote[6]="<i>\"It's clear that ePeople understands that companies need to deliver first-rate support to successfully retain high-value customers. The new Team Sourcing capabilities in ePeople Teamwork gives organizations the ability to quickly locate the right team, with experience on a similar issue, customer or product, which can mean the difference between keeping or losing your most important customers.\"<\/i> <br><br> <span class=\"quotesName\">Bill Cadogan, Former Senior Vice President of Oracle Support Services, EMEA<\/span>"
quote[7]="<i>\"Companies are turning to support as a key differentiator in attracting and retaining customers. With ePeople's collaborative CRM application, companies can deploy the appropriate support resources based on the value of the customer to the company. ePeople enables a segmented support strategy, allowing organizations to better service and retain those high-value customers who are most important to a company's bottom line.\"<\/i> <br><br> <span class=\"quotesName\">Ana Volpi, Program Manager, Software and System Support Services, IDC<\/span>"
quote[8]="<i>\"CCM (collaborative case management) will emerge as a standard for B2B customer support.\"<\/i> <br><br> <span class=\"quotesName\">Gartner Research Note<br>M. Moaz, E. Kolsky, <br>January 2003<\/span>"
quote[9]="<i>\"Openwave's goal was to reduce issue resolution time by 50 percent, but by using the team capabilities in ePeople Teamwork, resolution times were reduced by more than 70 percent.\"<\/i> <br><br> <span class=\"quotesName\">Gartner,<br>April 17, 2003<\/span>"
quote[10]="<i>\"Technology solutions such as ePeople's Teamwork tackle the knowledge engineering bottleneck - the inability to capture real-time human expertise in an cost-effective way.\"<\/i> <br><br> <span class=\"quotesName\">Gartner,<br>April 17, 2003<\/span>"
quote[11]="<i>\"Evidence gathered from Gartner clients indicates that the absence of collaborative case management tools, applications and processes drives up service costs by 12 percent to 20 percent, as well as inhibiting upsell and cross-selling opportunities.\"<\/i> <br><br> <span class=\"quotesName\">Gartner Research Note<br>M. Moaz, E. Kolsky, <br>January 2003<\/span>"
quote[12]="<i>\"Industry wide, 46 percent of all cases are not closed at first customer contact. As the complexity of the product support increases the first call closure rate drops to 40 percent. With each case that is not closed at first contact the cost to the support organization grows considerably in terms of resources expended and customer dissatisfaction.\"<\/i> <br><br> <span class=\"quotesName\">\"The Support Industry Benchmark Study\" <br>Tom Sweeny, Director SSPA Research, <br><a href=\"http://www.thesspa.com\" target=\"_blank\">www.thesspa.com<\/a><\/span>"
quote[13]="<i>\"If a case is not closed within one day the average time to complete the support transaction lifecycle is 5 days.\"<\/i> <br><br> <span class=\"quotesName\">\"The Lifecycle of a Support Transaction\" <br>Tom Sweeny, Director SSPA Research, <br><a href=\"http://www.thesspa.com\" target=\"_blank\">www.thesspa.com<\/a><\/span>"
quote[14]="<i>\"When accountability is taken as an institutional directive across organizations within a company, the approach to support becomes more effective and support ceases to be thought of in a simplistic \"after-market\" fashion; it becomes a force for achieving true customer loyalty.\"<\/i> <br><br> <span class=\"quotesName\">Gartner \"Infrastructure Support Services Market Trends and Forecast,\"<br>January 22, 2002<\/span>"
quote[15]="<i>\"Technology solutions such as ePeople's Teamwork tackle the knowledge engineering bottleneck - the inability to capture real-time human expertise in an cost-effective way\"<\/i> <br><br> <span class=\"quotesName\">Gartner<br>April 17, 2003<\/span>"

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