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SSPA Connects With ePeople; SSPA Selects ePeople Teamwork to Power SSPA Connect, Providing Collaboration Among 2,200 Member Support Centers.

Business Editors & High-Tech Writers

SAN DIEGO & MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Oct. 7, 2002

The Service & Support Professionals Association (SSPA), the leading industry association for IT support professionals, and ePeople, the leading provider of Web-based, collaborative CRM solutions, announced today a partnership to create SSPA Connect, a first of its kind online member-to-member support service, representing a groundbreaking step in the way support will be delivered in the future.

Powered by ePeople Teamwork, SSPA Connect will provide SSPA members with the ability to tap into the collective brain trust of the organization's 2,200 member support centers for assistance with day-to-day support management questions and concerns -- any time, anywhere in the world.

"We want to show our members the benefits of group problem solving and information sharing," said Bill Rose, SSPA founder and CEO. "SSPA evaluated a number of products and selected ePeople Teamwork because it delivered the most compelling collaborative support solution in the industry. ePeople Teamwork's powerful problem resolution environment will allow SSPA members to more effectively assist each other in resolving support management issues -- a tremendous member benefit."

"The SSPA membership contains a wealth of untapped support expertise," said Anthony Lye, CEO, ePeople Inc. "ePeople Teamwork unleashes the knowledge through SSPA Connect, providing members with a valuable service for improving their support organizations."

Some of the most well-known executives in the support industry have announced their commitment to leverage SSPA Connect for their organizations.

"We are excited to see ePeople and SSPA working together to deliver on a very forward looking vision for cross-industry collaborative support," said Ed Shepherdson, vice president global customer support at Cognos Corp.

"SSPA Connect program will help us resolve some of our business or technical issues faster through unprecedented access to our peers in the industry," said Patrick Saeger, vice president of customer support at Mercury Interactive. "We look forward to working closely with SSPA and ePeople."

Through ePeople Teamwork, SSPA Connect users will be able to find and build the best team of SSPA peers to answer questions and resolve support management issues. Teams communicate and share relevant information in Web-based collaborative workspaces, which also track resolution time and service quality. The workspaces capture a rich set of knowledge about the resolution and the team involved, allowing SSPA members to continually improve and optimize their support business.

About ePeople

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 Inc., Openwave Systems Inc., Oracle Corp., Sybase Inc., and Symbol Technologies Inc. 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 SSPA

Founded in 1989, SSPA represents over 17,000 service executives in over 2,200 support centers worldwide. SSPA gives service and support professionals opportunities to share ideas, discuss developing trends and network with their peers. SSPA offers its members conferences, seminars, specialized training, executive forums, certification programs, industry research and a variety of publications. SSPA resides at the Web portal of Supportgate at www.supportgate.com. Through these "gates" you will find the Membership Communities of the Service & Support Professionals Association (SSPA), the SSPA Europe, the SSPA Asia Pacific, the SSPA Service Vendor Alliance, (SVA) and the SSPA Professionals Membership. For more information regarding the SSPA and other related divisions, log on to www.supportgate.com or send an email to info@supportgate.com.
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Publication:Business Wire
Date:Oct 7, 2002
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