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ePeople Awarded 2002 "Product of the Year" By Technology Marketing Corporation's Customer Inter@ction Solutions® Magazine
ePeople Teamwork Singled Out for its Technological Excellence By Leading Contact Center Publication
MOUNTAIN VIEW, CA; January 7, 2003 —
ePeople, the market leader in collaborative CRM, announced today that Technology Marketing Corporation (TMC™)'s Customer Inter@ction
Solutions® magazine, named ePeople Teamwork as a Product of the Year winner for 2002. Customer Inter@ction Solutions® has been the
premier publication in the CRM, call center and teleservices industries since 1982.
"ePeople is establishing collaborative support as the right technology for organizations that manage high value customers and support
complex products," said Anthony Lye, president and CEO, ePeople. "Companies are recognizing that CRM and knowledge management systems
are most suitable for simple, mass-produced products, but fall woefully short in meeting the challenges of companies managing high
value customers supporting complex products. With enterprises reducing time to resolution by as much as 70%, ePeople Teamwork has
repeatedly demonstrated its value. ePeople thanks TMC for Product of the Year honors, and remains committed to new advances in the
coming year."
"ePeople Teamwork is a clear leader in collaborative support software. We're proud to reward their hard work and innovation with a
Product of the Year Award for 2002," said Nadji Tehrani, Chairman of TMC and Founder of Customer Inter@ction Solutions®.
According to Customer Inter@ction Solutions® Group Editor-in-chief, Rich Tehrani, ePeople Teamwork was selected because it
demonstrates true innovation which is the hallmark of Product of the Year winners.
"The Product of the Year award is meant not only to honor the outstanding teams who developed and manufactured the products on our
winning list, but also to educate our readers on the vast array of offerings in this market. Choosing the winners was a difficult
process, and the editorial team spent many hours studying the applications we received from vendors, as well as looking through
materials we collected on our own over the past year."
ePeople Teamwork enables support organizations that manage high value customers and resolve complex issues, to continually improve
the quality and time to resolution of customer issues and increase visibility into the resolution process for greater customer satisfaction
and reduced support costs. ePeople Teamwork enables collaborative issue resolution by routing the customer issue to the right support analyst
and then automatically providing the most relevant knowledge to resolve the issue. If the issue cannot be resolved, ePeople Teamwork's
expertise location and management capability enables the analyst to select and engage the most relevant experts.
Collaboration takes place in a web-based workspace where team members can track events, interactions and documents to resolve an issue
quickly. Team members can work on-line and offline, on the web or exclusively in email. Key information such as the resolution,
interactions, checklists and documents is automatically captured during the resolution process and immediately available for re-use
by the entire support organization.
A full list of Product of the Year winners will appear in the January issue of Customer Inter@ction Solutions® magazine.
About TMC™
Since its inception in 1972, Technology Marketing Corporation (TMC®) has produced industry-leading trade magazines and events focused
on technology and communications. TMC® publishes Customer Inter@ction Solutions ä and Internet Telephony®, and the online publications,
TMCnet.com®, Planet PDAä Magazine, BiometriTech™ and Alternative Power™. TMC® produces BiometriTech™ Conference,
INTERNET TELEPHONY® Conference & EXPO; Planet PDA™: The Enterprise PDA Event; and The Global Call Center Outsourcing Summit™.
TMCnet™.com publishes more than 25 topical online newsletters. For more information about TMC®, visit its Web site at
www.tmcnet.com.
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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