[May 13, 2002]

ePeople Enhances Teamwork Product With New Expertise Location, Collaboration, And Analytics Capabilities

ePeople announced ePeople Teamwork 4.0, a Web-based, collaborative CRM application that enables a team approach to resolving complex issues.

With ePeople Teamwork 4.0, (formerly ePeople Service Network 3.1), companies can improve customer satisfaction by delivering faster, more accurate answers to complex issues and offering targeted service and support programs to their key customers in high technology, heavy engineering and institutional financial services markets.

ePeople Teamwork 4.0 provides a powerful problem resolution environment for teams to collaborate and resolve complex issues by dynamically profiling and assembling the best team, both inside and external to the company, to handle each issue; providing a Web-based workspace for them to collaborate; and capturing the interaction and resolution knowledge for future insight. ePeople Teamwork 4.0 includes significant new features that enhance these capabilities including:

• Substantial advances in expertise location and sourcing to better profile, identify and acquire the best team to resolve each complex issue;
• An open framework for integrating third party diagnostic and productivity tools into the team collaboration workspace;
• A data warehouse for enhanced analytics and reporting;
• And a flexible problem solving workflow for more efficient issue resolution.

The collaborative team building and complex issue resolution capabilities of ePeople Teamwork 4.0 combined with the service request tracking and escalation management capabilities of CRM systems creates an end-to-end, streamlined process for service, support and account management organizations.

ePeople Teamwork 4.0 enables companies to tailor service and support offerings based on customer value. High-value customers often have complex environments, global operations and multiple internal contact points. ePeople Teamwork's collaborative issue resolution capabilities enables companies to engage people not only inside the service and support department and company, but outside to partners, vendors or other resources in order to build the best possible team to serve these complex and valuable customers.

In addition, with ePeople Teamwork 4.0, companies can extend their service and support infrastructure outside company boundaries, connecting the distribution channel and OEM partners to customers. Jointly delivered service and support offerings to common customers, powered by ePeople's solution, allow the partners to better service the customers, provide both the company and partners with a complete view of the customer account and lets both close service requests faster and more accurately.

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