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Rolotex Expends Offering with Acquisition of Technology Assets of ePeople
Rolotex Corporation today announced that it has acquired from Enkata intellectual property assets of ePeople, a leading provider of web-based collaborative case and knowledge management solutions. With this acquisition, Rolotex will add advanced collaborative case and knowledge management capabilities and email integration components of the ePeople suite to its products offering designed for fast implementation, easy configuration and deep integration from the front to the back office.
ePeople's solutions are designed to allow workers in complex, highly networked and inter-dependent customer service operations collaborate with customers, provide online collaborative workspaces, link issues to relevant content or the best qualified experts, tap into a knowledgebase of relevant issue- resolutions and use of email and expert knowledge resources to significantly improve their productivity and quality of work.
"ePeople is a natural fit with Rolotex because it will provide our customers with ability to enhance their customer facing operations with sophisticated case management capabilities and provide company employees with ability to capture and reuse knowledge acquired through customer interactions to deliver better quality of service, reduce operating cost and increase customer loyalty" said Steven Tulchinsky, president of Rolotex Corp.
"Rolotex will also be using ePeople products internally to improve efficiency of their customer service operations and arm its offshore software development organization with the powerful capabilities for collaborative issues resolution, reuse of the "know-how" processes, and support for efficient distributed intra-team and customer interactions" added Vitaliy Sapounov, Senior Architect of ePeople.
ePeople's technology features integration with leading CRM, Knowledge Management, Email and back-Office systems. According to a recent report by Jim Davies, principal research analyst at Gartner, Inc., "Extending the scope of a contact center quality management system to the back office can enhance the customer experience and improve organizational performance." Davies adds: "Performance management analytical tools can be used to report on agent and departmental performance. Key processes can be tracked, and the root causes of poor performance (front- or back-office) identified."
About Rolotex Corp.
Rolotex Corp is a leading software development and offshore outsourcing provider for organizations looking to improve operational efficiency and establish offshore software development centers in Russia. With the acquisition of ePeople, Rolotex Corp will offer on demand hosted collaborative case and knowledge management software products to help leading companies increase efficiency and effectiveness of their customer service operations, reduce operational cost while simultaneously increasing customer loyalty. For more information, visit www.Rolotex.com or call (800) 714-1077.
1 September 23, 2005 Gartner, Inc. Research: "Extending Quality Management Beyond the Contact Center Benefits Companies and Customers," by Jim Davies
NOTE: ePeople and the ePeople logo are trademarks of ePeople, Inc. All other trademarks are the property of their respective owners.
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