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For more information:
Openwave Systems Reduces Support Resolution Times by Over 70 Percent With ePeople Teamwork
MOUNTAIN VIEW, CA; November 20, 2002 —
ePeople, the leading provider of web-based collaborative CRM solutions, today announced that Openwave
Systems Inc. (Nasdaq: OPWV), the leading independent provider of open software products and services
for the mobile communications industry, has reduced developer support resolution times by over 70
percent with ePeople Teamwork.
ePeople Teamwork, collaborative issue resolution software, enables Openwave to capture, track, monitor and
resolve support requests from its expanding base of over 100,000 developers worldwide. Deployed in under
six weeks, ePeople Teamwork allowed Openwave to handle the growing volume of support requests, without
expanding its developer support organization.
"With a fast growing developer base, it became apparent that Openwave's existing support system was inefficient
and didn't provide the visibility into the quality of support we were providing to developers," said Ron Mandel,
global manager of developer services, at Openwave. "The 70 percent reduction in developer support resolution times
speaks volumes for the success of ePeople Teamwork in improving Openwave's responsiveness to its developer
community."
"Collaboration rather than escalation is how most issues get resolved by companies that sell complex products," said
Anil Gupta, Vice President of Marketing and Strategy, at ePeople. "Openwave Systems' deployment of ePeople Teamwork
illustrates the benefits delivered by team-based issue resolution – which represents the future of support."
ePeople Teamwork provides Openwave access to a range of information to better measure the performance of its developer
support group – from individual analyst productivity to root cause information – to continually improve and
optimize its support organization. It does this by first matching developer support requests with the most knowledgeable
Openwave support professionals and then enabling a global team of product experts to work together formally and informally
to resolve the issue. ePeople Teamwork captures the rich set of knowledge about the resolution and the team involved, delivering
knowledge re-use without tedious data entry.
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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