ePeople Announces OEM Agreement with Verity to Enhance ePeople Teamwork Collaborative Support Software
ePeople Strengthens Knowledge Automation Capabilities With Verity's Advanced Search, Classification and Personalization Technologies
MOUNTAIN VIEW, Calif., and SUNNYVALE, Calif - 2003-01-27 - ePeople, the market leader in collaborative CRM and Verity, Inc. (NASDAQ: VRTY), a leading provider of enterprise software that helps organizations maximize the return on their intellectual capital investment, today announced that ePeople has signed an OEM agreement with Verity Inc. The agreement includes the integration of Verity® K2 Developer's advanced search, classification and personalization technologies into ePeople Teamwork, a web-based collaborative support application for companies that sell complex products.
Verity K2 Developer increases the power and flexibility of ePeople Teamwork's recently announced Knowledge Automation feature, which automatically captures and shares key information to expedite the issue resolution process.
"Traditional knowledge management systems require manual creation of articles and knowledge, making them very expensive to implement and use," said Matt Kendall, CTO, ePeople. "ePeople Teamwork's Knowledge Automation feature combines the power of Verity's industry-leading search, classification and personalization technologies with ePeople's proprietary heuristics to deliver a very cost effective knowledge automation solution. After a detailed evaluation of various vendors, Verity clearly offered the superior technologies."
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's newly introduced Knowledge Automation capability automatically captures information about people, issues and content as a part of its collaborative issue resolution process, and processes it as fast as it is being generated. Its sophisticated architecture enables it to make pertinent data immediately available, so it can instantly help resolve related issues. Reuse of information about relevant content and staff expertise can potentially occur even before the original issue has been fully resolved. This is especially relevant in fast moving industries such as high technology, where short product lifecycles make the traditional process of authoring knowledge articles cumbersome and slow.
"Time to resolution is key for support organizations," said Michael T. Zuckerman, Verity's Vice President of Marketing. "Verity K2 Developer software with its advanced search, classification and personalization technologies provides ePeople with a powerful and time-saving Knowledge Automation solution."
About ePeople
ePeople, founded in 1997, is the leading provider of web-based, collaborative CRM solutions. The ePeople Teamwork application helps companies manage and resolve complex customer issues more effectively, thereby increasing customer satisfaction and retention. Customers of ePeople include Adobe Systems, Inc., Cognos, Enkata Technologies, Openwave Systems, Inc., OpSource Inc., Oracle Corp., 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.
About Verity
Headquartered in Sunnyvale, Calif., Verity provides software solutions that help organizations maximize the return on their intellectual capital investment by utilizing Verity's industry-leading enterprise search, classification and personalization technologies. Verity software is used for sharing information within and between enterprises; for facilitating e-commerce sales; and for B2B activities on Web-based market exchanges. In addition, Verity technology serves as a core component of many leading e-business applications.
Verity products are used by more than 3,500 organizations in the private and public sectors. Customers include Adobe Systems, AT&T, Bristol-Myers Squibb, Cisco, Cap Gemini Ernst & Young, Documentum, H-P, Dow Jones, EDGAR Online,
This press release contains forward-looking statements relating to Verity and the expected performance of its software in the ePeople application. Actual results are subject to risks and uncertainties, including the risk that integration of the Verity software into the ePeople application will be delayed or not occur, or not perform as anticipated, as a result of unforeseen technical difficulties. Risks relating to Verity and its products are set forth under the caption "Risk Factors" in its latest 10-K filed with the United States Securities and Exchange Commission.
Financial Times, Home Depot, Lotus, META Group, SAP, Siemens, Sybase, Time New Media and Timex.
For more information, contact Verity at info@verity.com or at World Wide Web site http://www.verity.com or call 408-541-1500.
Verity and the Verity logo are registered trademarks or trademarks of Verity, Inc.
Summary: ...Clearwater Capital Partners used WorkSite to better manage corporate secretarial documentation for its various fund vehicles and management companies. “Keeping track of the articles of incorporations of these companies, their board resolutions, changes in directorship, and other corporate secretarial...
Summary: ...abreast of the latest information from multiple sources, and pass this on to the correct journalists and analysts as quickly as possible. Traditionally, the process of extracting information from the various unstructured sources El Mundo must make use of, such as natural language articles, news reports...
Summary: ...Kaplan Professional Case Study. Case Study ever-increasing amount of material developed in multimedia format or available online complementing the traditional paper format documents available in Word or PDF files. “With so much content and intellectual property, the need to integrate our information...
Summary: ...Autonomy Systems Ltd Cambridge Business Park, Cowley Rd, Cambridge CB? ?WZ, UK Tel : + ? ? ( ? ) ? ? ? ? ? ? ? ??? Fax: +?? (?) ???? ??? ??? Email: autonomy@autonomy.com Other Offices Autonomy has additional o?ces in Boston, New York, Sunnyvale, Vista and Washington DC, as well as in Amsterdam, Beijing,...
Summary: ...of email content. In addition to managing the voluminous information relating to investments, Clearwater Capital Partners used WorkSite to better manage corporate secretarial documentation for its various fund vehicles and management companies. “Keeping track of the articles of incorporations of these...
Summary: ...customer/agent interactions and spot potential problems quickly, make adjustments and ensure optimum customer satisfaction. In addition, Qfiniti seamlessly integrated with Sky's existing customer relationship management (CRM) program. Efficiency and financial gains were substantial, allowing around 80...
Summary: ...Recipient for the past five years in a row, and for six of the past nine years, recognizing the company for excellence in customer sales and service satisfaction. The Challenge Even while this popular Toyota dealership grew, the company had limited IT resources, both in terms of staff and budget. Even...
Summary: ...allows Burges Salmon to attract and retain top quality lawyers. The Firm nurtures this talent, supporting personal development and provide an inspiring and challenging workplace environment. The single site strategy encourages communication and cohesive teamwork, and being based in the South West affords...
Summary: ...taglines, logos and service marks are trademarks of Interwoven, Inc, which may be registered in certain jurisdictions. All other trademarks are owned by their respective owners. All rights reserved. cs_ANAO_singlepg_20081029 Reducing the paper mountain The benefts became evident quickly. “We are now...
Summary: ...Kaiser Permanente - Case Study. autonomy@autonomy.com Other Offices Autonomy has additional offices in Antwerp, Barcelona, Beijing, Boston, Calgary, Cambridge, Chicago, Dallas, Kuala Lumpur, London, Madrid, Mexico City, Milan, Mountain View, Munich, New York, Palo Alto, Paris, Pleasanton, Rome, San Francisco,...
Summary: ...autonomy.com Other Offices Autonomy has additional offices in Antwerp, Barcelona, Beijing, Boston, Calgary, Cambridge, Chicago, Dallas, Kuala Lumpur, London, Madrid, Mexico City, Milan, Mountain View, Munich, New York, Palo Alto, Paris, Pleasanton, Rome, San Francisco, San Jose, Santa Clara, Shanghai,...
Summary: ...Orange Telecom - Case Study. autonomy@autonomy.com Other Offices Autonomy has additional offices in Antwerp, Barcelona, Beijing, Boston, Calgary, Cambridge, Chicago, Dallas, Kuala Lumpur, London, Madrid, Mexico City, Milan, Mountain View, Munich, New York, Palo Alto, Paris, Pleasanton, Rome, San Francisco,...
This is a small selection of the Autonomy case studies available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...and connectivity to dynamically present the contact center agent with all relevant enterprise resources (web forms, processes, KB articles, documentation, etc) based on each specific customer interaction to help resolve the customer’s issue on the first try. Based on IDOL’s unique ability to understand...
Summary: ...Business Process Management (BPM) and Enterprise Content Management (ECM) solutions to orchestrate the flow of information and tasks between workers and computers to complete a business process. These solutions formalize business processes to make them consistent and auditable, resulting in more reliable...
Summary: ...what your customers are experiencing online to glean insights as to which action steps to take to improve business opportunities. Text Analytics. Understand the meaning of text-based communications such as survey results, complete with open-end verbatim or CRM notes, and automatically classify and categorize...
Summary: ...and control can support multiple applications, servers, sites and clients without any degradation of performance. Real time alerts – the system monitors live feeds to track significant occurrences and alert users to possible threats, speeding up reaction time. For example, integrated with Autonomy Virage’s...
Summary: ...The increasingly diverse set of channel vehicles being used for customer and client communication— websites, blogs, email, chat, social networking sites, phone, CRM applications, and collaboration tools—only increase the risk of insider theft, fraud, and data loss by providing easier access to highly...
Summary: ...and visualization tools for efficient categorization and contextual insight into problems, escalations and communication threads • Centralized management with executive web-based dashboard for Issue tracking and resolution and productivity • Proactive policies for real-time blocking, quarantining...
Summary: ...media sites • Advanced analytics and visualization tools for efficient categorization and contextual insight • Centralized management with executive dashboard for tracking of issues, resolutions and productivity • Preserve and Collect Content subject to Legal Hold • Rich Audit trails at message,...
Summary: ...business intelligence and complex metadata relationships that reside in business applications. KeyView IDOL analyzes relationships between business objects to intelligently propose related actions alongside the result list. Many of these applications, including CRMs, BIs, ERPs and ECMs, entrust KeyView...
Summary: ...applications. KeyView IDOL analyzes relationships between business objects to intelligently propose related actions alongside the result list. Many of these applications, including CRMs, BIs, ERPs and ECMs, entrust KeyView IDOL to manage each of their complex business logic embedded in their systems....
Summary: ...advances existing search, analysis, and reporting activities by managing the conflicts process at each stage, from identification to resolution. • Conflicts Process – Captures key matter metadata, delivers clear results, supports resolution search options, and initiates conflict processing • Search...
This is a small selection of the Autonomy Product Briefs available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...may have disproportionately more complex issues to resolve or have more difficulty getting their problem resolved through other channels. Analyzing only these interactions will only provide part of the voice of the customer, and not resolve the underlying problem. Best Practice #5: Richer Segmentation...
Summary: ...over time and as they occur, by grouping together related concepts. It can automatically alert staff based on thresholds and other triggers, such as repeated interactions with a customer on the same issue. Moreover, Autonomy Explore is extendable to the rest of the enterprise. It is small-footprint, Web-based...
Summary: ...from an enhanced user experience including: • Driving sales from higher customer satisfaction • Increasing first contact resolution rates • Accelerating issue resolution • Reducing the number of calls to the support desk • Improving corporate reputation as satisfied customers recommend the company...
Summary: ...data in order to effect the preservation. Time is of the essence in meeting the preservation obligation. The time between notice and preservation effort is critical, as spoliation can occur even when an employee acknowledges the hold notice. Improving the Legal Hold Process 7 Step 2: Locating Data Sources...
Summary: ...attachments. Some vendors have responded by providing solutions that log all of a company’s e-mail and store it in offline and near offline stores to reduce on-site storage demands. Such efforts are misguided, however, overlooking the critical issue of worker productivity. Improving Productivity for...
Summary: ...Autonomy's concept-matching technology does not depend on an intimate knowledge of any particular grammatical structure or linguistic knowledge of a specific language. Words are treated as abstract symbols of meaning, and understanding is derived through analysis of the context of their occurrence, rather...
Summary: ...far beyond traditional methods such as keyword searches, which simply allow users to find and retrieve data. Keyword search engines, for example, cannot comprehend the meaning of information, so they only find documents in which a specific word or phrase occurs. Unfortunately, this means that other relevant...
Summary: ...data monitoring, masking, muting, triggers, and alerts. Organizations may monitor all channels including customer and client communications occurring via email, chat, phone, CRM applications, and collaboration tools. Auditing Capabilities – Regular compliance audits of company information are key to...
Summary: ...and issue payments. Prior to implementing BPM, State Fund Mutual took 51 days to process claims and issue payments to providers. That time is now down to 8 days. Provider: Patient and Treatment Data Collection Many healthcare organizations need to report on client satisfaction and treatment outcomes to...
Summary: ...functionality to many non-Microsoft repositories across the enterprise, Autonomy’s technology enables customers to further capitalize on their SharePoint investments by automating many of the time-consuming and labor intensive tasks traditionally associated with information management. It empowers SharePoint...
Summary: ...of Microsoft’s Volume Shadow Copy Service (VSS). It also allows backup software to back up and restore incremental, differential, and full-image backups; and VADP resolves the server performance issue by offloading backup. VADP also protects Linux machines. However, since VSS is a Microsoft invention,...
Summary: ...and file formats. Some of the typical data sources include: Time/billing systems, Exchange, Document Management systems, Email archiving systems such as Symantec/ Zantaz, CRM systems such as InterAction, intranets, in-house research/ knowhow repositories and external research services such as Thomson...
This is a small selection of the Autonomy White Papers available, please visit our publications site at http://publications.autonomy.com/ for more information.
Related Case Studies
