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For more information:
ePeople Teamwork 4.0: Retaining and Growing Key Customers Through Collaborative Support
ePeople Enhances Product with New Expertise Location, Collaboration and Analytics Capabilities
MOUNTAIN VIEW, CA; May 13, 2002 —
For businesses that need to focus on retaining and growing high-value customers, ePeople today announced ePeople
Teamwork 4.0, a Web-based, collaborative CRM application that enables a team approach to resolving complex issues.
With ePeople Teamwork 4.0, (formerly ePeople Service Network 3.1), companies can improve customer satisfaction by delivering faster, more
accurate answers to complex issues and offering targeted service and support programs to their key customers in high technology, heavy
engineering and institutional financial services markets.
"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 4.0 – 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" says Ed Shepherdson, Vice President, Global Customer Support, Cognos Inc.
ePeople Teamwork 4.0 provides a powerful problem resolution environment for teams to collaborate and resolve complex issues by dynamically
profiling and assembling the best team, both inside and external to the company, to handle each issue; providing a Web-based workspace for
them to collaborate; and capturing the interaction and resolution knowledge for future insight. ePeople Teamwork 4.0 includes significant
new features that enhance these capabilities including:
- Substantial advances in expertise location and sourcing to better profile, identify and acquire the best team to resolve each complex issue;
- An open framework for integrating third party diagnostic and productivity tools into the team collaboration workspace;
- A data warehouse for enhanced analytics and reporting;
- And a flexible problem solving workflow for more efficient issue resolution.
The collaborative team building and complex issue resolution capabilities of ePeople Teamwork 4.0 combined with the service request tracking
and escalation management capabilities of CRM systems creates an end-to-end, streamlined process for service, support and account management
organizations.
"Oracle continually explores new services to help its customers quickly resolve even their most complex issues," said Graeme Mair, Vice
President, Global Program Management, Oracle Support Services. "With ePeople's Teamwork 4.0, ePeople demonstrates understanding of what's
required to solve complex support issues."
Building the Best Team to Resolve Any Support Issue
ePeople Teamwork 4.0 enables companies to tailor service and support offerings based on customer value. High-value customers often have
complex environments, global operations and multiple internal contact points. ePeople Teamwork's collaborative issue resolution capabilities
enables companies to engage people not only inside the service and support department and company, but outside to partners, vendors or other
resources in order to build the best possible team to serve these complex and valuable customers.
"ePeople Teamwork 4.0 provides a significant advance in support technology that will improve Openwave's service offering and responsiveness to
our developer community," said Kathy Simpson, Director of Developer Marketing, Openwave Systems, Inc. "ePeople's enhanced collaboration
capabilities allow us to assemble the optimal team for any support situation – even when team members are distributed worldwide."
In addition, with ePeople Teamwork 4.0, companies can extend their service and support infrastructure outside company boundaries, connecting
the distribution channel and OEM partners to customers. Jointly delivered service and support offerings to common customers, powered by ePeople's
solution, allow the partners to better service the customers, provide both the company and partners with a complete view of the customer account
and lets both close service requests faster and more accurately.
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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