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For more information:
ePeople Service Network™ 3.0: Delivers First Multi-Party Collaborative Issue Resolution Capabilities
Collaboration Within and Outside the Company Proves Key for Increasing Customer Satisfaction and Employee Productivity
MOUNTAIN VIEW, CA; December 10, 2001 —
Recognizing that today's increasingly complex technical support requirements demand a team effort for more efficient problem
solving and greater customer satisfaction, ePeople announced ePeople Service Network 3.0, Web-based, collaborative issue
resolution software.
ePeople Service Network 3.0 enables support analysts, for the first time, to identify and engage the right resources within and
outside of the company on a per-incident basis to quickly and collaboratively resolve issues, extending the value of CRM and knowledge
management systems.
"Because of the increasing complexity of enterprise technology deployment, resolving support issues frequently requires multiple people
with differing specialties, often involving cross-vendor cooperation," said Bill Rose, Founder/Executive Director of SSPA (Service and
Support Professional Association). "For these issues to be efficiently resolved, it's imperative for technology vendors to collaborate.
There is an enormous industry need for ePeople Service Network 3.0, which allows multiple people to collaborate as teams to expedite
problem solving."
"One of the toughest issues facing support organizations today is that over 60% of customer issues require multiple people to resolve
them," said Anthony Lye, president and CEO, ePeople. "ePeople enables technical support organizations to efficiently address the rise
in more complex inquiries resulting from today's accelerated pace of new technology introductions and increasingly integrated technical
environment."
The Need for Collaboration
Most support organizations use informal, unstructured communication methods, such as phone, e-mail and instant messaging to form ad hoc
teams to resolve an issue. However, this type of informal collaboration generally limits support analysts to working with a limited group
of colleagues rather than benefiting from a broader group of experts, both within and external to the company. In addition, informal
collaboration has no facility for capturing information from each problem solving interaction and lacks accountability for reaching
resolution of an issue within a given timeframe and set of service levels.
ePeople Service Network 3.0 extends the support organization's flexibility and reach by allowing companies to create a virtual support
organization that taps into their network of partners, suppliers, developers, and customers, improving the efficiency and productivity
of its customer support services.
ePeople Service Network 3.0 creates collaborative support workspaces, Web-based environments where multiple parties can communicate
and work together, yet still allows support analysts to retain service level accountability. Collaborative support workspaces provide
the common platform and integrated support tools for problem resolution amongst all parties, enabling multi-party communication, file
exchange and data sharing.
Through ePeople Service Network 3.0, incoming support requests are automatically distributed to support analysts based on skills, quality,
business affiliation, cost and service level requirements. During the course of resolving the issue, support analysts can invite other
experts into the workspace by name or route the request to an available pool of resources that possess the appropriate skill set.
Multiple experts can jump in and out of a request as needed, while a single point of end-user contact and accountability is always
maintained. ePeople Service Network 3.0 also allows for private side conversations between support analysts, which are transparent
to end users, enabling candid discussions and providing a mechanism for supervisors to provide direct input.
Ensuring Customer Satisfaction
ePeople Service Network 3.0 enables companies to maintain high quality service across a distributed set of resources by managing service
levels between collaborating providers and end users, as well as providing an end user customer satisfaction survey to rate service providers
at the resolution of every request.
Unlike informal communication methods or e-mail correspondence, ePeople Service Network 3.0 allows support organizations to capture the
knowledge from all support interactions, and feed it back into their knowledge bases and other self-service support systems. Support
information can be exported via XML to knowledge management systems or seamlessly integrated into CRM applications.
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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