Combination of Modern Architecture and Advanced Multichannel Call Center
Solution Drives the Selection of E.piphany E.6(TM) Service Software by Leading
Organizations
SAN MATEO, Calif., March 10 /PRNewswire-FirstCall/ --
E.piphany (Nasdaq: EPNY) today announced that it was one of three vendors
listed in the "visionary" quadrant in Gartner's Customer Service and Support
(CSS) Magic Quadrant released in February 2003. Top organizations are
choosing the E.piphany(TM) Service software product, a module in the E.piphany
E.6(TM) CRM software suite, for its component-based architecture, which
leverages existing technology infrastructure, promotes adaptable business
processes, enables more valuable customer interactions and seamlessly fits
into an enterprise-wide customer relationship strategy at a lower cost of
ownership.
(Photo: NewsCom: http://www.newscom.com/cgi-bin/prnh/20020724/EPNYLOGO )
"In the six months since we released the E.piphany Service software suite,
we've won key accounts because of our modern and aggressively-open
technology," said Phil Fernandez, executive vice president of product and
marketing. "Today's contact center buyers are demanding a new breed of
customer service and support functionality that is powered by customer
intelligence to drive effective business processes. And almost as equally
important, buyers are requiring solutions that flex to their unique company
requirements -- instead of rigid, monolithic solutions that force a company
into a pre-defined way of handling call center operations."
The E.piphany Service software family includes the E.piphany Contact
Center software application for high-intensity agent-facing and multi-channel
customer service environments and the E.piphany Customer Support software
application for complex case-management environments. The family also
includes the E.piphany E-mail Response and E.piphany Web Self-Service
applications to make existing call centers more effective, and the E.piphany
Insight for Service software application to allow customer service managers to
truly understand and optimize their operations.
The E.piphany Service software application underwent a rigorous and
thorough evaluation by Gartner to determine its placement on the Magic
Quadrants, which are comprised of Leaders, Challengers, Visionaries and Niche
Players. According to Gartner, Visionaries have a clear vision of market
direction and are focused on preparing for that, but they can still improve in
terms of optimizing service delivery
Gartner Magic Quadrants provide a snapshot of how vendors perform in
relation to each other, and gauge where the overall market is headed to help
customers make better-informed purchasing decisions. The CSS Magic Quadrant
answers the question: "How will enterprises select customer service and
support technologies and applications that most effectively support their
evolving customer service strategy?" [Customer Service and Support (CSS) Magic
Quadrant 1H03; February 2003]. To view this report, go to
http://www.epiphany.com/news/gartner/ .
About E.piphany
E.piphany is a leading provider of marketing, sales and service solutions
for the largest global enterprises. The company's integrated CRM suite, the
E.piphany E.6 software solution, is driven by real-time intelligence to enable
global businesses to better understand their customers and take the optimal
actions to improve customer satisfaction, increase revenue and reduce costs.
E.piphany E.6 solutions are built on the industry's most advanced,
component-based CRM platform, resulting in fast and easy deployment and
adoption. Leading companies, including more than 35 of the Fortune 100, use
E.piphany software products to enhance their customers' experience, enable
organizational effectiveness and drive value. With worldwide headquarters in
San Mateo, California, E.piphany has regional operations and offices
throughout North America, Europe, Asia Pacific, Japan and Latin America. For
more information, visit us at http://www.epiphany.com .
About The Magic Quadrants
The Magic Quadrant is copyrighted in 2003 by Gartner, Inc. and is reused
with permission. Gartner's permission to print or reference its Magic
Quadrant should not be deemed to be an endorsement of any company or product
depicted in the quadrant. The Magic Quadrant is Gartner's opinion and is an
analytical representation of a marketplace at and for a specific time period.
It measures vendors against Gartner-defined criteria for a marketplace. The
positioning of vendors within a Magic Quadrant is based on the complex
interplay of many factors. Gartner does not advise enterprises to select only
those firms in the Leaders segment. In some situations, firms in the
Visionary, Challenger, or Niche Player segments may be the right match for an
enterprise's requirements. Well-informed vendor selection decisions should
rely on more than a Magic Quadrant. Gartner research is intended to be one of
many information sources including other published information and direct
analyst interaction. Gartner expressly disclaims all warranties, express or
implied of fitness of this research for a particular purpose.
NOTE: E.piphany, E.6, and the E.piphany logo are trademarks of E.piphany,
Inc. All other trademarks are the property of their respective owners.
SOURCE E.piphany
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Related links:
http://www.epiphany.com
Photo Notes:
NewsCom:
http://www.newscom.com/cgi-bin/prnh/20020724/EPNYLOGO
AP Archive: http://photoarchive.ap.org
PRN Photo Desk, 1-888-776-6555 or +1-212-782-2840
CONTACT:
investors, Todd Friedman, +1-650-356-3934, or
tfriedman@epiphany.com, or media, Kim Stocks, +1-650-356-5863, or
kstocks@epiphany.com, both of E.piphany; or Meghan Butler of
Applied Communications, +1-415-265-0222, ext. 237, or
mbutler@appliedcom.com, for E.piphany
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