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For more information:
OpSource Selects ePeople to Achieve Faster Customer Response and Reduce Issue Resolution Times
MOUNTAIN VIEW, CA; March 18, 2003 —
ePeople, the leading provider of support solutions for companies that sell complex products and services, today announced
that OpSource, a next-generation IT infrastructure services company, has selected ePeople Teamwork to raise its customer
care center service levels with faster response and issue resolution times.
OpSource leverages ePeople Teamwork's collaborative issue resolution and knowledge automation capabilities to reduce support
costs and more efficiently utilize resources. In addition, for companies like OpSource, who are building to industry standards,
ePeople's web-services based technology makes integration quick and easy.
"As a services company, OpSource's success is heavily weighted on the quality of its customer care" said John Rowell, vice president
of Operations and Engineering and co-founder of OpSource. "ePeople Teamwork enables our first response customer care and operations
teams to efficiently collaborate on issue resolution and share customer activity knowledge. Consequently, OpSource is able to consistently
meet and exceed customer expectations for IT operations management."
By deploying ePeople Teamwork, OpSource local and regional project teams can easily collaborate and assemble the best possible teams
to resolve customer issues faster and more effectively. ePeople Teamwork allows OpSource to dynamically capture and reuse content from
previous interactions, which can significantly reduce resolution times and decrease the ramp up times of new support resources.
"In its nine months of operation, OpSource has established itself as a leading IT services company through high quality support," said
Anthony Lye, CEO, ePeople. "With the selection of ePeople Teamwork, OpSource further improves its support services with the leading
collaborative issue resolution application designed to ensure that every client issue receives the appropriate attention and the fastest
possible resolution."
OpSource provides outsource, on-premises and private labeled IT infrastructure services. Its services range from layer one physical
infrastructure provisioning, deploying and monitoring up to, and including, maintenance and performance optimization of the application
layer. In its first nine months of operation the company has grown to 30 customers, operations in four major U.S. metropolitan areas
and more than 50 employees. More information about OpSource is available at www.opsource.net.
ePeople Teamwork enables customer support organizations to improve customer satisfaction by continuously reducing resolution time and
improving the quality of responses to issues. It also reduces the total cost of support by enabling companies to formalize and streamline
their issue resolution process.
ePeople Teamwork is built on a flexible Internet architecture which allows quick and easy integration with existing enterprise applications
and portals using Web services and XML-based APIs. The web-services based integration greatly reduces the cost of application deployment
and maintenance, as well as enabling easy access within and across enterprise boundaries.
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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