Company Delivers Family of Multi-Channel Customer Service Applications
Geared to Increase Agent Productivity and Improve the Customer Experience
SAN MATEO, Calif., Aug. 20 /PRNewswire-FirstCall/ --
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.
(Photo: http://www.newscom.com/cgi-bin/prnh/20020724/EPNYLOGO )
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;
-- The ability to leverage existing enterprise systems and data through a
flexible E.piphany Information Model and Open Integration Layer; and
-- 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 Cafe'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: http://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.
NOTE: 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.
SOURCE E.piphany, Inc.
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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:
Kim Stocks of E.piphany, +1-650-356-5863, or
kstocks@epiphany.com; or Brooke Chilen of Applied Communications,
+1-415-356-0222, or bchilen@appliedcom.com, for E.piphany; or
investors, Todd Friedman, E.piphany, 650-356-3934,
tfriedman@epiphany.com
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