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ePeople Integrates WebEx Support Center to Reduce Cost and Time of Resolving Complex Customer Support Issues
ePeople Adds WebEx Support Center Service to ePeople Teamwork Solution
MOUNTAIN VIEW, CA; November 20, 2002 —
ePeople, a leading provider of web-based collaborative CRM solutions, and WebEx Communications, Inc. (NASDAQ: WEBX), the Web
communications services leader, today announced the integration of WebEx Support Center into ePeople Teamwork to enable customer
support analysts to instantly identify, diagnose and resolve technical issues faster.
ePeople Teamwork enables companies to engage the most relevant support analysts on a customer issue and provides a web-based
workspace where the team can collaborate together to resolve complex issues. Integration will enable support analysts to start
the WebEx Support Center service within the ePeople workspace and with the customer's permission, take remote control of the
customer's desktop or applications to interactively troubleshoot, diagnose and resolve issues in real-time. The integrated
solution will also enable analysts to remotely apply patches and install software updates while working within ePeople. Analysts
can also use the service's administrative and reporting tools to generate session reports, and record the session to create a
digital library.
WebEx Support Center is a Web-based support service that uses the advanced communications capabilities of the WebEx network
and its MediaTone™ technology to allow companies to increase first call resolution rates, decrease customer backlog
and handle-time, and reduce expensive on-site visits. With WebEx Support Center's simple and easy-to-use interface, support
representatives can instantly view, diagnose and solve problems by sharing their applications and desktop to demonstrate products
and features, or by accessing customer-selected applications or desktop. WebEx Support Center allows support representatives to
start secure, Web-based support sessions with one click, dramatically reducing the time needed to understand and solve technical
problems.
ePeople Teamwork software enables organizations that support complex products to gain control over the issue resolution process
and reduce resolution time and cost by combining expertise management, collaborative workspaces, root-cause analysis and knowledge
automation into an integrated support solution.
"Reducing the cost and time of resolving complex customer issues remains a top priority for companies," said Anil Gupta, vice
president of Marketing and Strategy, ePeople, Inc. "By seamlessly combining WebEx Support Center with ePeople, we reinforce our
commitment to providing market leading collaborative support solution to companies that sell complex products."
"WebEx Support Center adds a new dimension to ePeople Teamwork's collaboration capabilities, strengthening its effectiveness in resolving
the more complex support issues that require a more hands-on approach," said David Farrington vice president of Corporate Development at
WebEx Communications. "ePeople's clients now have access to WebEx Support Center and the WebEx network, enabling them to better service
their customers in a completely interactive multimedia format."
About WebEx Communications, Inc.
WebEx Communications, Inc. is the world's leading provider of Web communications services. WebEx is used across the enterprise in sales,
support, training, marketing, engineering and product design. WebEx meetings simulate the full spontaneity and interactivity of face-to-face
meetings by allowing users to share presentations, applications, documents and desktop, with full-motion video and integrated telephony.
WebEx provides carrier-class services using its MediaTone communications platform deployed over the WebEx Network, a high-speed global
network designed for real-time Web communications. With its unique information-switching technology, multimedia capabilities and
standards-based APIs, MediaTone is the "dial tone" for Web communications. Please call toll free (877) 509-3239 or visit
http://www.webex.com for more information.
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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This press release contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended,
and Section 21E of the Securities Exchange Act of 1934, as amended. These forward-looking statements may be identified by use of the
terms anticipates, believes, continue, could, estimates, expects, intends, may, plans, potential, predicts, should or will, or the
negative of those terms or similar expressions. These forward-looking statements are subject to significant risks and uncertainties.
Actual results may differ materially from those described in such statements as a result of these risks and uncertainties. In particular,
these forward looking statements include, but are not limited to, the statements regarding the capabilities of the unreleased integrated
solution and that WebEx Support Center allows companies to increase first call resolution rates, decrease customer backlog and handle-time,
reduce expensive on-site visits, dramatically reduce the time needed to understand and solve technical problems, and reduce resolution time
and cost. Factors which could contribute to risks and uncertainties include, but are not limited to, delays or difficulties in development
activities encountered by WebEx or ePeople and the failure of customers to utilize WebEx Support Center effectively in their support
operations or to reduce their other expenses. A fuller discussion of the risks and uncertainties that could affect WebEx Communications, Inc.
are more fully set forth in WebEx Communications, Inc.'s filings with the Securities and Exchange Commission, including WebEx's Form 10-K,
filed with the SEC on March 28, 2002 and Form 10-Q filed on November14, 2002. WebEx Communications, Inc. assumes no obligation to update
forward-looking information contained in this press release.
MediaTone™ and WebEx Support Center are trademarks of WebEx Communications, Inc.
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