E.piphany Ships The Industry's Most Flexible, Intelligent Customer Service System
Announcement posted by E.piphany 22 Aug 2002
Company Delivers Family of Multi-Channel Customer Service Applications
Geared To Increase Agent Productivity and Improve The Customer Experience
Geared To Increase Agent Productivity and Improve The Customer Experience
E.piphany, Inc. (Nasdaq: EPNY), a provider of customer relationship management software, today announced E.piphany Service 6, a family of multi-channel customer service applications built on the advanced E.piphany E.6(tm) Platform. As the newest solution within the E.piphany E.6(tm) CRM suite for Marketing, Sales, and Service, the E.piphany Service 6 family includes E.piphany Contact Center for high-intensity agent-facing and multi-channel customer service environments, and E.piphany Customer Support for complex case-management environments. The family also includes E.piphany E-mail Response and E.piphany Web Self-Service applications to make existing call centers more effective, and E.piphany Insight for Service to allow customer service managers to truly understand and optimize their operations.
E.piphany Service 6 takes full advantage of the E.piphany E.6 Platform, a complete component-based environment for CRM applications built upon on a Java 2 Enterprise Edition (J2EE) foundation. With E.piphany Service 6 and the E.6 Platform, companies can create more valuable customer interactions, improve operational effectiveness, and realize a dramatically lower total cost of ownership, while making the contact center a seamless part of an enterprise-wide customer relationship strategy.
"E.piphany Service 6 is a new class of customer service software," said Kelly Maddern, senior director, IT/on-line, at Hard Rock Cafe, "As we look to upgrade, we expect E.piphany Service 6 will help us to increase organizational effectiveness and further deliver on a consistent customer experience."
Roger Siboni, president and chief executive officer of E.piphany said, "This release addresses many of the problems inherent in traditional call centers. Many global corporations continue to use out-dated call center systems that just automate handling of incoming inquiries instead of driving effective, high-value customer interactions. Furthermore, legacy call centers have created silos of data that prohibit the sharing of customer information between systems. The result is a poor customer experience, and a fragmented customer relationship."
E.piphany Service 6 allows customer service agents to quickly and effectively solve service issues; at the same time, the solution ties the contact center into other customer management applications, back-office systems, and analytics to enable a cohesive CRM strategy. Now, instead of simply resolving service requests, agents can play a major role in reducing attrition and growing more valuable customer relationships through access to enterprise-wide information about the customer, personalized service processes, and guided offer presentment for revenue generation in the contact center.
"We were impressed by the ease-of-use and speed of implementation of E.piphany Service 6," said Jon Zimmerman, director of customer analytics at Expedia, Inc., one of the E.piphany Service 6 beta customers. "In addition to superior product functionality, we're convinced that E.piphany Service will deliver a faster, smarter, cheaper solution and provide a more seamless experience for our customers."
"The E.piphany Service 6 family of applications addresses all of the major requirements of the modern contact center: multi-channel interactions with a single customer view, a true universal queue, complete CTI integration, pure web-based user interface, and guided business processes and scripting," said Phil Fernandez, E.piphany's executive vice president of products. "And because the Service 6 family is built upon the J2EE-based E.6 Platform, it achieves unprecedented speed of deployment, open and flexible data integration, and scalability for the world's largest enterprises."
More Valuable Customer Interactions
E.piphany Service 6 enables more valuable customer interactions by linking the customer service organization into a broader enterprise-wide customer management strategy. Key benefits include:
A single view of the customer drawn from data sources across the enterprise to enable agents to truly know their customers;
Turning the service center from a cost center into a profit center through personalized cross-sell and up-sell and retention offers; and
Consistent treatment of each customer through the multi-channel capabilities of E.piphany Service 6, which incorporates a true universal queue for telephony, e-mail, Web self-service and other customer touchpoints.
Improved Organizational Effectiveness
E.piphany Service 6 improves organizational effectiveness by optimizing contact center operations at both the agent and enterprise level. Key benefits include:
Web based application for flexible, zero footprint administration;
An innovative user interface that guides new agents to be quickly effective, while not constraining more experienced agents;
Improved service results through dynamic "dialogs" that script agent interactions and Intelligent Business Rules that implement and enforce policies to eliminate hard-copy manuals and ensure consistency in customer handling practices; and
More effective enterprise-wide customer relationships through the E.piphany Business Process Framework that enables service organizations to implement processes which span multiple systems and people across the enterprise
A Flexible J2EE-Based Platform For the Largest Enterprises
The E.piphany E.6 Platform addresses the needs of the largest global organizations through an advanced component architecture built on J2EE. Key benefits include:
Broad deployment flexibility through support for a wide range of software and hardware infrastructure and leading J2EE application servers;
Rapid implementations and incremental deployments through an extensible, component design and powerful configuration tools; and,
The ability to leverage existing enterprise systems and data through a flexible E.piphany Information Model and Open Integration Layer.
Scalability and reliability through a completely stateless deployment architecture
"We chose E.piphany as our CRM partner because of the company's innovation, understanding of real-world business challenges, and CRM vision," said Hard Rock Caf's Maddern. "And after previewing E.piphany Service 6, we were thoroughly impressed with the product features, including the embedded business process framework."
Availability
E.piphany Service 6 and the E.piphany E.6 Platform will be available at the end of August. Businesses can purchase the complete set of E.piphany E.6 solutions, select individual applications to meet specific requirements, or deploy the E.piphany E.6 Platform as a powerful customer relationship backbone and the foundation for their internal application development projects. For additional information, please contact the E.piphany sales organization at 1-877-764-4163 or on the Web at: www.epiphany.com/e6
About E.piphany
E.piphany provides Smart CRM(tm) solutions for the largest global enterprises. The company's integrated suite of applications for Marketing, Sales, and Service, E.piphany E.6(tm), is driven by real-time intelligence to enable global businesses to better understand their customers and take the optimal action to improve customer satisfaction, increase revenue and reduce costs. E.piphany's applications are built on the industry's most advanced CRM architecture resulting in fast and easy deployment, the ability to adapt to changing business demands, and permanent cost of ownership advantage. Leading companies, including more than 35 percent of the Fortune 100, use E.piphany products to enhance the customer experience, improve organizational effectiveness and drive value. With worldwide headquarters in San Mateo, California, E.piphany has regional operations and offices throughout North America, Asia Pacific, Europe, Japan and Latin America. For more information go to: <http://www.epiphany.com>
###
This press release contains certain forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Act of 1934, as amended, including statements regarding the release of the E.piphany E.6 products, and results that may be achieved by customers using the E.piphany E.6 product. Actual results could differ materially from the forward-looking statements. Among the factors that could cause actual results to differ materially from the forward-looking statements are delays in the product development cycle, market assessments of the price/performance benefits of the E.piphany E.6 platform, delays in market and customers' acceptance and implementation of the E.piphany E.6 products, the effects of competition, and fluctuations or changes in market demand. These factors and others are described in more detail in the Company's public reports filed with the Securities and Exchange Commission, such as those discussed in the "Risk Factors" section included in the Company's Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and in the Company's prior press releases. E.piphany assumes no duty to update any statements made in this press release.
E.piphany, E.6, Smart CRM and the E.piphany logo are trademarks of E.piphany, Inc. All other trademarks are the property of their respective owners.
E.piphany Service 6 takes full advantage of the E.piphany E.6 Platform, a complete component-based environment for CRM applications built upon on a Java 2 Enterprise Edition (J2EE) foundation. With E.piphany Service 6 and the E.6 Platform, companies can create more valuable customer interactions, improve operational effectiveness, and realize a dramatically lower total cost of ownership, while making the contact center a seamless part of an enterprise-wide customer relationship strategy.
"E.piphany Service 6 is a new class of customer service software," said Kelly Maddern, senior director, IT/on-line, at Hard Rock Cafe, "As we look to upgrade, we expect E.piphany Service 6 will help us to increase organizational effectiveness and further deliver on a consistent customer experience."
Roger Siboni, president and chief executive officer of E.piphany said, "This release addresses many of the problems inherent in traditional call centers. Many global corporations continue to use out-dated call center systems that just automate handling of incoming inquiries instead of driving effective, high-value customer interactions. Furthermore, legacy call centers have created silos of data that prohibit the sharing of customer information between systems. The result is a poor customer experience, and a fragmented customer relationship."
E.piphany Service 6 allows customer service agents to quickly and effectively solve service issues; at the same time, the solution ties the contact center into other customer management applications, back-office systems, and analytics to enable a cohesive CRM strategy. Now, instead of simply resolving service requests, agents can play a major role in reducing attrition and growing more valuable customer relationships through access to enterprise-wide information about the customer, personalized service processes, and guided offer presentment for revenue generation in the contact center.
"We were impressed by the ease-of-use and speed of implementation of E.piphany Service 6," said Jon Zimmerman, director of customer analytics at Expedia, Inc., one of the E.piphany Service 6 beta customers. "In addition to superior product functionality, we're convinced that E.piphany Service will deliver a faster, smarter, cheaper solution and provide a more seamless experience for our customers."
"The E.piphany Service 6 family of applications addresses all of the major requirements of the modern contact center: multi-channel interactions with a single customer view, a true universal queue, complete CTI integration, pure web-based user interface, and guided business processes and scripting," said Phil Fernandez, E.piphany's executive vice president of products. "And because the Service 6 family is built upon the J2EE-based E.6 Platform, it achieves unprecedented speed of deployment, open and flexible data integration, and scalability for the world's largest enterprises."
More Valuable Customer Interactions
E.piphany Service 6 enables more valuable customer interactions by linking the customer service organization into a broader enterprise-wide customer management strategy. Key benefits include:
A single view of the customer drawn from data sources across the enterprise to enable agents to truly know their customers;
Turning the service center from a cost center into a profit center through personalized cross-sell and up-sell and retention offers; and
Consistent treatment of each customer through the multi-channel capabilities of E.piphany Service 6, which incorporates a true universal queue for telephony, e-mail, Web self-service and other customer touchpoints.
Improved Organizational Effectiveness
E.piphany Service 6 improves organizational effectiveness by optimizing contact center operations at both the agent and enterprise level. Key benefits include:
Web based application for flexible, zero footprint administration;
An innovative user interface that guides new agents to be quickly effective, while not constraining more experienced agents;
Improved service results through dynamic "dialogs" that script agent interactions and Intelligent Business Rules that implement and enforce policies to eliminate hard-copy manuals and ensure consistency in customer handling practices; and
More effective enterprise-wide customer relationships through the E.piphany Business Process Framework that enables service organizations to implement processes which span multiple systems and people across the enterprise
A Flexible J2EE-Based Platform For the Largest Enterprises
The E.piphany E.6 Platform addresses the needs of the largest global organizations through an advanced component architecture built on J2EE. Key benefits include:
Broad deployment flexibility through support for a wide range of software and hardware infrastructure and leading J2EE application servers;
Rapid implementations and incremental deployments through an extensible, component design and powerful configuration tools; and,
The ability to leverage existing enterprise systems and data through a flexible E.piphany Information Model and Open Integration Layer.
Scalability and reliability through a completely stateless deployment architecture
"We chose E.piphany as our CRM partner because of the company's innovation, understanding of real-world business challenges, and CRM vision," said Hard Rock Caf's Maddern. "And after previewing E.piphany Service 6, we were thoroughly impressed with the product features, including the embedded business process framework."
Availability
E.piphany Service 6 and the E.piphany E.6 Platform will be available at the end of August. Businesses can purchase the complete set of E.piphany E.6 solutions, select individual applications to meet specific requirements, or deploy the E.piphany E.6 Platform as a powerful customer relationship backbone and the foundation for their internal application development projects. For additional information, please contact the E.piphany sales organization at 1-877-764-4163 or on the Web at: www.epiphany.com/e6
About E.piphany
E.piphany provides Smart CRM(tm) solutions for the largest global enterprises. The company's integrated suite of applications for Marketing, Sales, and Service, E.piphany E.6(tm), is driven by real-time intelligence to enable global businesses to better understand their customers and take the optimal action to improve customer satisfaction, increase revenue and reduce costs. E.piphany's applications are built on the industry's most advanced CRM architecture resulting in fast and easy deployment, the ability to adapt to changing business demands, and permanent cost of ownership advantage. Leading companies, including more than 35 percent of the Fortune 100, use E.piphany products to enhance the customer experience, improve organizational effectiveness and drive value. With worldwide headquarters in San Mateo, California, E.piphany has regional operations and offices throughout North America, Asia Pacific, Europe, Japan and Latin America. For more information go to: <http://www.epiphany.com>
###
This press release contains certain forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Act of 1934, as amended, including statements regarding the release of the E.piphany E.6 products, and results that may be achieved by customers using the E.piphany E.6 product. Actual results could differ materially from the forward-looking statements. Among the factors that could cause actual results to differ materially from the forward-looking statements are delays in the product development cycle, market assessments of the price/performance benefits of the E.piphany E.6 platform, delays in market and customers' acceptance and implementation of the E.piphany E.6 products, the effects of competition, and fluctuations or changes in market demand. These factors and others are described in more detail in the Company's public reports filed with the Securities and Exchange Commission, such as those discussed in the "Risk Factors" section included in the Company's Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and in the Company's prior press releases. E.piphany assumes no duty to update any statements made in this press release.
E.piphany, E.6, Smart CRM and the E.piphany logo are trademarks of E.piphany, Inc. All other trademarks are the property of their respective owners.