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ePeople Selected by Openwave Systems to Enable Internet-Based Developer Support
ePeople-Powered Openwave Developer Web Support Expedites and Tracks Issue Resolution
MOUNTAIN VIEW, CA; October 23, 2001 —
ePeople, the leading provider of Internet-based, collaborative support solutions, today announced that Openwave Systems Inc.,
the worldwide leader of open IP-based communication infrastructure software and applications, has selected ePeople to power its
Openwave Developer Web Support. The ePeople solution is enabling Openwave to resolve issues quickly and effectively, helping
developers to maximize their time building applications rather than waiting for answers.
With ePeople's online support infrastructure, Openwave developers worldwide can take advantage of real-time, person-to-person,
Web support issue resolution provided by Openwave's technical support staff. In addition, ePeople's issue tracking capabilities
and built-in feedback feature enable Openwave to further enrich its support quality and more effectively expand its growing
developer support program.
"Developers play a key role in Openwave's business strategy, and ePeople technology enables Openwave to deliver more effective
developer support," said Anthony Lye, CEO and president, ePeople. "Openwave understands the importance of quality developer
support and ePeople is providing them with a proven collaborative support infrastructure that enables an extended team to deliver
problem resolution faster."
"Openwave's developer support goal is to resolve issues as quickly and efficiently as possible," said Kathy Simpson, director of
developer marketing for Openwave. "ePeople's solution enables our global support staff to work as a team, matching issues to the
person with the most relevant expertise and knowledge. ePeople also offers a growth path to provide a range of support services
tailored to the needs of our developers and partners."
Answers are Just a Quick Click Away
Engaging in Openwave Developer Web Support is as easy as clicking on a link. From there, the developer enters relevant information
into customized templates and submits a request. The system automatically matches the request with the most qualified person on
Openwave's technical support staff, resulting in timely and knowledgeable responses.
With ePeople's capabilities, developers can receive service through a collaborative problem resolution workspace that includes
features such as real-time chat and file exchange. ePeople's service network can integrate into existing support processes and
systems, and provides a structured workflow that is designed to escalate issues, track service delivery or add resources as needed
for efficient problem resolution.
In addition, ePeople provides visibility into support metrics and service levels, and provides a feedback feature that allows users
to rate the quality of service. With these capabilities, Openwave can get a better understanding of the needs and concerns of its
developers.
About ePeople
ePeople, founded in 1997, is the leading provider of knowledge and expertise management solutions for resolving business-critical
situations throughout the enterprise. ePeople Teamwork focuses on Customer Support, Team Selling, Professional Services and
Research & Development organizations. Customers of ePeople include Oracle Corp, Cognos, InstallShield, Openwave Systems, Inc.,
Adobe Systems, Inc., Production Access, OpSource Inc., and Service & Support Professionals Association (SSPA). Headquartered in
Mountain View, Calif., ePeople is privately held. Investors include Redpoint Ventures, Menlo Ventures, Integral Capital Partners,
Bedrock Capital, Brentwood Venture Capital, and CNET. More information on ePeople is available
at www.epeople.com.
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ePeople and the ePeople logo are trademarks of ePeople, Inc. All other trademarks are the property of their respective owners.
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