InstallShield, with a customer base that includes the top 100 software vendors, is investing in its customer-facing support processes to better enable continuous support cycles for its worldwide customer base. By deploying ePeople Teamwork, InstallShield will capture and leverage its enterprise knowledge, expertise and best practices for quicker and more accurate customer support. ePeople Teamwork's expert profiling will find the right people in the organization to best service the customer, based on past experience. Its online team resolution workspace provides a productive environment for sharing skills and expertise across multiple departments and locations. The knowledge and diagnostic process involved in the resolution is automatically captured and available for immediate reuse the next time a similar issue occurs.

"Our eServices initiative will allow our support group and subject matter experts to collaborate with customers online and allow them to track their status in real-time," said Viresh Bhatia, CEO, InstallShield. "ePeople Teamwork’s solution is ready to go out of the box and offers us the opportunity to improve our service offerings with high-touch, high-value customer support."

"The hidden knowledge that resides throughout the enterprise, within customers or business partners is invaluable," said Anthony Lye, CEO, ePeople. "These largely untapped resources are key to improving the support process. InstallShield is among the growing number of enterprises that understands the value of eServices and the tangible benefits ePeople Teamwork brings to their business."

Most of today's knowledge management systems claim to support the problem resolution process, but are limited to content that has already been processed and documented. With no barriers to participation and knowledge that builds on every interaction, companies that use ePeople Teamwork realize higher quality, knowledge-based results that are delivered faster and at a lower overall cost.

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, and Professional Services 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 www.epeople.com.

About InstallShield Software Corp.
InstallShield Software Corp. is the acknowledged leader in software installation, deployment packaging, and updating solutions. The company offers a wide range of products and services that guarantee the successful distribution, management and set up of applications for independent software vendors, systems administrators and end users. InstallShield was founded in 1987, and is headquartered near Chicago in Schaumburg, Ill., with European headquarters in Bristol, England. For more information, visit www.installshield.com