ePeople releases Teamwork 4.5. (New Products).

ePeople, a provider of collaborative CRM products, has announced ePeople Teamwork 4.5, a Web-based collaborative supporr software for companies that sell complex products. With new features including Resolve Anywhere for e-mail collaboration, knowledge automation and support for account management, ePeople Teamwork 4.5 helps enable support organizations to continually improve the quality and time to resolution of customer issues and increase visibility into the resolution process for greater customer satisfaction and reduced support costs. ePeople Teamwork was designed to enable collaborative issue resolution by routing the customer issue to the right support analyst and then automatically providing the most relevant knowledge to resolve the issue. If the issue cannot be resolved, ePeople Teamwork's expertise location and management capability enables the analyst to select and engage the most relevant experts. Collaboration takes place in a Web-based work space where team members can track events, interaction s and documents to resolve an issue quickly. Team members can work online and offline, on the Web or exclusively in e-mail. Key information such as the resolution, interactions, checklists and documents is automatically captured during the resolution process and immediately available for re-use by the entire support organization. ePeople is designed to work either as a standalone solution to manage the entire incident lifecycle or as a complement to current CRM/support systems. Resolve Anywhere can help reduce barriers to collaboration by allowing ePeople Teamwork users to collaboratively resolve issues via a very broad set of user interfaces regardless of their location, including the ePeople Web client; e-mail clients, such as Microsoft Outlook, Eudora and Netscape Mail; text pagers and Rilvi Blackberry devices and other PDAs with wireless Internet access. With Resolve Anywhere, ream members can live in mail" while collaborating on issue resolution, rather than through the ePeople Teamwork application. In a ddition, team members can receive regular updates to an issue via e-mail and even work offline.

www.cpeoplc.com/650-694-6400