E.piphany Leads Industry Innovation With Next-Generation CRM
Applications and the Most Advanced CRM Architecture
SAN MATEO, Calif.--Tuesday, March 19, 2002 ©¤ E.piphany, Inc. (Nasdaq: EPNY), a leading provider of customer relationship management (CRM) software, today announced E.piphany E.6(tm), a complete suite of Smart CRM applications built on the industry`s most advanced architecture to meet the needs of the largest global enterprises. E.piphany E.6 delivers hundreds of new features across its marketing, sales, service and analytic applications, as well as a common Java 2 Enterprise Edition(tm) (J2EE) application platform that represents the most advanced Web-based application architecture. The E.piphany E.6 platform is highly flexible, extremely scalable, and integrates easily with existing enterprise applications by leveraging advanced industry standards such as Web services. Powerful real-time analytics are embedded within all E.piphany applications to deliver on the promise of Smart CRM - understanding the customer, improving customer relationships, and driving long term revenue and value for the organization.
"With the introduction of E.piphany E.6 we once again move the CRM market forward and meet the business requirements of leading customer-centric companies worldwide," said Roger Siboni, president and CEO of E.piphany. "E.piphany E.6 creates a dynamic customer relationship backbone that embraces existing enterprise systems, and then generates rich intelligence about each and every customer and uses that intelligence to optimize the customer relationship in real-time across all front office systems and touch points. Our aggressively open and modular architecture enables companies to leverage existing IT investments and to quickly deploy incremental solutions that yield measurable ROI and a low total cost of ownership."
Major Upgrades to Existing Products
E.piphany E.6 delivers major upgrades to its E.piphany Marketing, E.piphany Sales, E.piphany Service, and E.piphany Insight product lines, setting a new standard for intelligent Web-based CRM applications.
E.piphany Marketing adds to E.piphany`s leadership position with more than a hundred new features driven by E.piphany`s Global 2000 clients, including:
¡¤ Enhanced offer optimization capabilities to ensure that valuable marketing opportunities and resources are accurately targeted and never wasted
¡¤ Accelerated performance for the delivery of real-time, personalized marketing offers in the most demanding high-scale environments
¡¤ Simplified interfaces for designing complex multi-stage campaigns with thousands of customer segments
¡¤ Rich tools for targeting coordinated marketing campaigns to all levels within an organizational hierarchy and across its partners
¡¤ Support for dynamic and personalized multi-offer newsletters and other types of sophisticated multi-offer campaigns
E.piphany Sales radically reinvents the sales application to deliver intelligence and business value to sales representatives as well as to sales management, and includes:
¡¤ An innovative, new user interface powered by E.piphany`s new ActivePath(tm) technology
¡¤ Intelligence integrated at every step in the sales process to empower salespeople to anticipate customer needs and increase cross-sell and up-sell opportunities
¡¤ Comprehensive account briefing pages that consolidate information from existing enterprise applications as well as from other E.piphany applications and modules and from Internet information services such as Hoover`s and NewsEdge
¡¤ Tight links to E.piphany Marketing for sophisticated lead scoring to coordinate sales representatives and active marketing campaigns
¡¤ The industry`s most flexible territory management capabilities to optimize lead routing and organizational effectiveness
¡¤ Industry-leading sales reporting, analysis and forecasting, including enhanced pipeline visualization and historical trend-based forecasting
¡¤ Expanded support for wireless devices such as Pocket PC and RIM BlackBerry Wireless Handheld(tm) devices
E.piphany Service redefines intelligent, multi-channel service and support with new features, including:
¡¤ Real-time customer routing capabilities to provide service levels commensurate with the relationship value as determined by sophisticated customer analytics
¡¤ New Service Intelligence applications to help contact center managers measure the effectiveness of their operations and to more accurately match customers with the best enterprise service resources at all times
¡¤ Flexible roles-based user interface options to deploy multiple levels of application sophistication based on agents skill sets
¡¤ Intelligent business processes and ActivePath navigation that guide agents through service activities and present contextually relevant next steps for faster agent effectiveness
¡¤ Real-time customer intelligence to drive loyalty rewards, product recommendations, warranty renewals and other interactions - all personalized to the individual customer
¡¤ E.piphany Dialogs for guiding agents through intelligent multi-channel customer conversations and enabling diagnosis
E.piphany Insight provides enhanced capabilities to aggregate customer information, perform deep and flexible analysis, and disseminate roles-based information to Web browsers and mobile devices across the enterprise. New features include:
¡¤ Integrated customer data cleansing tools for improved accuracy and less redundancy
¡¤ Support for on-the-fly user-defined measures for more dynamic analysis
¡¤ Support for arbitrarily complex data hierarchies of customers, organizations and products
¡¤ Improved visualization techniques, including greater control over layout
¡¤ Improved Dashboard access and support for enterprise portals
E.piphany Dialogs Powers Intelligent, Multi-Channel Customer Conversations
With E.6, E.piphany is releasing E.piphany Dialogs, an innovative multi-channel interaction management system for marketing, sales and service. E.piphany Dialogs allows enterprises to optimize customer conversations across a wide range of touchpoints, including the contact center and the Web. For example, E.piphany Dialogs can be deployed to intelligently lead a customer through the resolution of a support issue on the Web, or to script a customer service agent to assist the customer through the same process in the contact center. If either process is interrupted, it can be resumed across any channel, either in real-time or at some later time. E.piphany Dialogs leverages the strengths of the E.6 platform to offer an easy-to-use, thin-client dialog design tool for business managers, a highly scalable execution engine to support thousands of concurrent dialogs and simplified integration interfaces to incorporate data and processes from external systems.
E.piphany ActivePath Revolutionizes the Web User Interface
With more than five years of experience delivering pure thin-client Web user interfaces, E.piphany E.6 is once again raising the bar with the debut of E.piphany`s new ActivePath technology. ActivePath combines context-driven navigation with real-time recommendations and alerts to quickly guide users to information so they can take immediate action, without tabbing through dozens of complex screens. Meanwhile, E.piphany E.6 continues its leadership in highly-interactive Web interfaces by leveraging Dynamic HTML, XML, and XSLT for partial page refreshes, drag-and-drop functions, and features such as Explorer navigation trees and re-orderable columns.
Industry Leading Architecture
The common platform and data model supporting all E.piphany E.6 applications represents the industry`s most advanced architecture, leveraging leading technologies such as the J2EE platform, industry standard application servers and Web services. Key strengths of the E.6 platform include:
¡¤ Meta-driven architecture makes for flexible configuration and maintenance; a common toolset managing all applications to enable rapid implementations and easy upgrades
¡¤ Industry-leading scalability, availability and security that leverage the strengths of industry-standard J2EE application servers such as BEA`s WebLogic and IBM WebSphere
¡¤ An advanced object-relational data model which combines a rich out-of-the-box schema with the flexibility to adapt to unique business requirements, and the ability to co-manage data with existing enterprise systems
¡¤ Powerful business process optimization capabilities to define and execute complex business processes at the end-user and enterprise level
¡¤ The most advanced integration framework available to integrate data and processes from existing systems leveraging Web services, Java, .NET, HTTP, SOAP and all major EAI solutions
Support for Global Enterprises
E.piphany E.6 has been architected at its core to support global enterprises with a comprehensively internationalized product. Significant enhancements in this area include full support for multi-language data and user interfaces, support for the Unicode standard, locale sensitive sorting of data, and full support for the Euro currency. For example, companies can create a single campaign and distribute localized versions of it to branch offices in different global regions without having to rewrite the entire campaign; meanwhile, "follow-the-sun" customer support centers can manage multiple languages and localizations to address the international requirements of both agents and customers.
"E.piphany E.6 is the culmination of E.piphany`s CRM thought leadership and the input of over 400 global enterprise companies," said Phil Fernandez, EVP of Products at E.piphany. "E.piphany E.6 is the intersection of technology advancement and business requirements, combining next-generation applications with the most advanced CRM architecture."
Today`s E.piphany E.6 announcement comes with the strong vote of approval of E.piphany`s global business partners including Accenture, Deloitte Consulting and KPMG. E.piphany E.6, with its open architecture and utilizing the latest Java, J2EE and Web services standards, offers these partners a highly dynamic and flexible CRM solution that can easily extend or integrate with existing applications and systems. Further demonstrating partner enthusiasm and support around the launch of E.piphany E.6 are new relationships with AvantGo, BEA, ChannelWave Software, Comergent, Hoover`s, NewsEdge and Selectica.
"The Global 1000 look to Deloitte Consulting for a common sense approach to CRM. Our alliance with E.piphany helps us work with these clients to deliver practical answers for building more valuable customer relationships," says Steve Pratt, Deloitte Consulting`s Global Practice Leader for CRM . "We continue to make significant investments in building solutions with E.piphany and look forward to working with our clients to achieve new levels of customer relationships using the E.piphany E.6 solution."
The E.piphany E.6 suite of Smart CRM applications will begin shipping at the end of March 2002 with E.piphany Marketing 6.0, E.piphany Real-Time 6.0, E.piphany Sales 6.0, E.piphany Dialogs 6.0, and E.piphany Insight 6.0. E.piphany Service 6.0 will ship in the summer of 2002. Additional features and functionality with ship throughout the year. Businesses can purchase the complete set of E.piphany E.6 solutions or select individual applications to meet their specific requirements. Prices start at US $250,000. For additional information, please contact the E.piphany sales organization at 1-877-764-4163 or on the Web at info@epiphany.com .
About E.piphany
E.piphany provides Smart CRM(tm) solutions for the largest global enterprises. The company`s integrated CRM suite, E.piphany E.6, 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 Smart CRM system is built on the industry`s most advanced, Web-based, CRM platform, resulting in fast and easy deployment and adoption. Leading companies, including more than 35% of the Fortune 100, use E.piphany 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, Asia Pacific, Europe, Japan and Latin America.
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