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.
Verity Editorial Contacts:
Steve Hoechster
Alliant Public Relations+
(646) 495-5401 or (914) 393-9219
steve.hoechster@alliantpr.com
Winifred Shum
Verity, Inc
(408) 542-2363
wshum@verity.com
ePeople Editorial Contact:
Wendy Grubow
River Meadow Communications
(831) 626-7503
wendy.grubow@epeople.com
Forthcoming Events
Archived Events
There do not seem to be any upcoming events related to this page at the moment, please visit our seminar and webinar pages for more information.
Summary: ...training for their agents to raise member satisfaction scores Benefits of Using Autonomy Qfiniti • Member satisfaction rates increased from 89% to 93% • Improved survey response rate by 500% • Customizable training targeting confirmed customer issues • Increased agent efficiency “Autonomy is...
Summary: ...reporting on news stories, El Mundo needed to pass this information on to subscribers and consumers. In addition to paper copies of the newspaper, El Mundo offers online subscriptions and a fully searchable website of news articles. To improve customer satisfaction and retention, El Mundo wanted to improve...
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: ...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 companies, their board resolutions, changes...
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: ...made it easy for them to evaluate 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...
Summary: ...Global, Chambers Latin America and Latin Lawyer 250. The qualifications firm include nine areas of practice: Banking & Finance, Corporate/M&A, Dispute Resolution, Intellectual Property, Labor, Media & Entertainment, Real Estate, Tax and Tel Technology. KLA has 150 employees and operates closely with local...
Summary: ...recognized as a leading law firm in Brazil by the prestigious international legal directories Chambers Global, Chambers Latin America and Latin Lawyer 250. The qualifications of the firm include nine areas of practice: Banking & Finance, Corporate/ M&A, Dispute Resolution, Intellectual Property, Labor,...
Summary: ...hours. So, it was imperative that we make it more convenient and easy to do so.” In order to achieve these goals, Rogers needed to resolve two pressing content management issues. First it needed to ensure the accuracy and timeliness of its online content; and second, streamline its processes and systems...
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: ...Additionally, Osborne Clarke used to spend a lot of money on external databases that were massively underutilised mainly because people couldn’t access them properly. Since implementing Universal Search, the frm has seen a much better use of these external sources and higher return on investment. Another...
Summary: ...and departments. There have been many specific instances where Autonomy’s technology has proved invaluable to Cheshire Constabulary. The Operational Policing department recently resolved an incident that involved a series of abandoned 999 calls which were tying up police resources. The department was...
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: ...eligibility issues and dependencies. Further, it provides transaction-level drill down to diagnose and resolve complex chaining situations Benefits • Provides fast installation, setup and rapid return on investment • Enables database archiving deployments across enterprise applications with lesser...
Summary: ...Autonomy Explore - Product brief. 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 those interactions based on meaning as opposed to keywords. Customer interaction survey...
Summary: ...all relevant enterprise resources (web forms, processes, KB articles, documentation, and so on) based on each specific customer interaction to help resolve the customer’s issue on the first try. 5 Based on IDOL’s unique ability to understand customer sentiment and intent in real time, Autonomy Qfiniti...
Summary: ...few. Using these policies as a foundation, agencies can monitor similar concerns such as constituent satisfaction, proper use of funds, and inappropriate disclosures of information. Social media governance Autonomy Supervisor can also help you monitor and control communications occurring across social...
Summary: ...note that while the deduplicated data is stored on the disk array, the processing occurs on the server. With throughput of up to 1.8 terabytes per hour, Data Protector can quickly resolve storage issues and make it easier to deploy new applications on existing hardware. This configuration works for application...
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: ...better decision making • Leverage expertise and human capital better across the organization by eliminating tedious, low value tasks • Increase responsiveness and real time performance while maximizing user satisfaction 3 Gain added insight from information within your enterprise Autonomy for extranet...
Summary: ...to increase effciency by leveraging modern intranet technologies.” — Luzia Nicosia, Commerzbank’s VP of Interest Derivatives Operations Interwoven, Inc. 803 11th Avenue Sunnyvale, CA 94089 USA (408) 774-2000 Copyright 2007 Interwoven, Inc. All rights reserved. Any Resolution, Anywhere, ConfirmSite,...
Summary: ...locally, enabling maximum performance by disconnecting performance of the application from the speed of the network connection. Leveraging locally cached files, OffSite enables new and updated files to be updated in the cloud using a sophisticated synchronization and conflict resolution algorithm that...
Summary: ...Autonomy Interwoven® Solution for Law Firms. Deliver matter-centric collaboration WorkSite’s collaborative features manage critical dates and resolve issues centrally, so distributed teams can share client case files, memoranda, attorneys’ notes, correspondence, tasks and events—securely. Rather...
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: ...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: ...real time. It’s the automated rendering of the conversation married with the system’s understanding of the available enterprise resources (Web forms, FAQ, manuals, scripts, product recommendations, etc.) that can help resolve the issue or drive up-sell activity. This understanding will get the right...
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: ...for global companies with large files to be shared. Companies must create multiple SSPs (one for each region), increasing administrative costs. If crawling content over WAN is supported, then the regional user can search local content from the local SSP and perform global search by issuing queries at...
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: ...as long as they can conquer the data-size issue. For many organizations, deleting e-mail messages to reduce the amount of data to be migrated is not an option because of business competitiveness, legal issues, worker satisfaction, and productivity. The use of personal archives (PST) files is also not...
Summary: ...comprehend the meaning of information, so they only find documents in which a specific word or phrase occurs. Unfortunately, this means that other relevant documents that discuss the same idea are often overlooked and that many irrelevant documents are frequently returned. This scenario forces users to...
Summary: ...Autonomy Whitepaper - Return on Investment from iManage Universal Search. Unlike traditional approaches where user profile had to be maintained manually, IUS automatically forms a conceptual understanding of user interaction with information as it is consumed and created. IUS understands relationships...
Summary: ...against some form of debt. A CDS holder pays a fee based on the perceived risk of default against the underlying instrument. In return, should the party that issued the debt be unable to repay, the insurer will pay out the policy. Asset backed securities, such as securities created from pools of mortgages,...
Summary: ...employee change forms and many other forms relating to capital expenditures, expenses and benefits. Financial Operations Intelligent Documents can significantly streamline, integrate and optimize financial processes such as accounts payable/receivable, procurement, capital requisitions, grant submissions...
Summary: ...smaller fi rm, this can range from outsourcing desktop or server support through to fully managed infrastructures, complete with staff, hardware, licensing and support, all supported by a Service Level Agreement. The benefi ts of Managed Services route focused on resolving the issues that smaller fi rms...
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
Find us on Facebook
Follow us on Twitter
See us on YouTube
Find us on LinkedIn
