Openwave Systems Reduces Support Resolution Times by Over 70 Percent with ePeople Teamwork.

Business Editors/High-Tech Writers

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Nov. 20, 2002

ePeople, the leading provider of web-based collaborative CRM solutions, today announced that Openwave Systems Inc. (Nasdaq:OPWV), the leading independent provider of open software products and services for the mobile communications industry, has reduced developer support resolution times by over 70 percent with ePeople Teamwork.

ePeople Teamwork, collaborative issue resolution software, enables Openwave to capture, track, monitor and resolve support requests from its expanding base of over 100,000 developers worldwide. Deployed in under six weeks, ePeople Teamwork allowed Openwave to handle the growing volume of support requests, without expanding its developer support organization.

"With a fast growing developer base, it became apparent that Openwave's existing support system was inefficient and didn't provide the visibility into the quality of support we were providing to developers," said Ron Mandel, global manager of developer services, at Openwave. "The 70 percent reduction in developer support resolution times speaks volumes for the success of ePeople Teamwork in improving Openwave's responsiveness to its developer community."

"Collaboration rather than escalation is how most issues get resolved by companies that sell complex products," said Anil Gupta, Vice President of Marketing and Strategy, at ePeople. "Openwave Systems' deployment of ePeople Teamwork illustrates the benefits delivered by team-based issue resolution -- which represents the future of support."

ePeople Teamwork provides Openwave access to a range of information to better measure the performance of its developer support group -- from individual analyst productivity to root cause information -- to continually improve and optimize its support organization. It does this by first matching developer support requests with the most knowledgeable Openwave support professionals and then enabling a global team of product experts to work together formally and informally to resolve the issue. ePeople Teamwork captures the rich set of knowledge about the resolution and the team involved, delivering knowledge re-use without tedious data entry.

ePeople, founded in 1997, is the leading provider of web-based, collaborative CRM solutions. The ePeople(TM) 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.

Note to Editors: ePeople and the ePeople logo are trademarks of ePeople, Inc. All other trademarks are the property of their respective owners.