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ePeople Teamwork is built on a powerful J2EE multi-tier Internet architecture that provides a secure, scalable, and
high-performance platform for collaborative CRM applications. The multi-client architecture includes a 100% Web-based
thin client, e-mail based interaction with the application, and the use of Web services
and XML-based APIs for integration with portals and other enterprise applications. This architecture greatly reduces
the cost of application deployment and maintenance, and enables easy access within and across enterprise boundaries.
ePeople's Java-based application architecture integrates transactional, collaborative and analytic capabilities to
deliver a scalable and extensible solution for team based customer support and strategic account management. The
optimized data model separates transactional data from the knowledge base and analytics data warehouse to ensure high
performance and scalability. ePeople Teamwork comes with enterprise-class
security that follows industry-standard best practices, and utilizes proven Internet-based security standards.
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Some key features of ePeople Teamwork architecture are:
- Rapid, reliable deployment – ePeople Teamwork combines configuration metadata and best-practice business process logic to deliver pre-packaged functionality that is easy to install, quick to customize, and rapid to deploy throughout the enterprise. Configuration Management infrastructure and processes ensure that major configuration changes can be staged and tested before deployment, while Permissions Management enables flexible day-to-day control of access privileges and service entitlement.
- Multiple-client solution – Customer support analysts, strategic account managers and the cross-functional teams assisting them may work together in a combination of environments – Web-browser based interfaces, email-systems such as Microsoft Outlook, intranet or extranet based portals, current enterprise applications or mobile devices such as a RIM Blackberry. ePeople's multi-client architecture provides multiple mechanisms for people to interact to resolve complex issues, including a Web-based thin-client interface, Web services or XML based integration with portals and enterprise applications, and integration with email clients.
- Enterprise-class scalability – The ePeople Teamwork architecture is built to meet the scalability needs of today's largest enterprises. Web and application server clustering combined with a high performance transactional database can efficiently manage the large customer base and service network necessary for today's distributed customer support and account management requirements.
- Open architecture – ePeople's Web services facilitate quick integrations to third-party systems. XML interfaces support application-level integration to key enterprise systems such as CRM and Knowledge Management, as well as integration with enterprise IT infrastructure such as SAML-compliant single sign-on. In addition, third-party and proprietary tools and information sources can be seamlessly integrated into the team workspace, including remote diagnostics, conference calls or knowledge-base access.
- Security – ePeople Teamwork provides enterprise-class security that follows industry-standard best practices, and utilizes proven Internet-based security standards such as Hypertext Transfer Protocol Secure (HTTPS), Secure Sockets Layer (SSL) encryption, SAML (Security Assertion Markup Language) and Digital Signature Algorithm. ePeople Teamwork focuses on three key security areas – authentication, authorization, and secure exchange of information. Authentication security utilizes secure HTTP, digital certificates, session timeouts, cookies, and SAML (Security Assertion Markup Language), to manage a secure account creation and login process. Secure authorization allows data security and business function access within the application to be managed by user-based permissions. And ePeople Teamwork uses standard Internet protocols such as HTTPS and digital certificates to ensure that no unauthorized third party gains access to information as it is transmitted over extranets.
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