Compaq raises customer service effectiveness using E.piphany`s intelligent contact center software
Compaq Will Receive Full Payback On E.piphany Investment In Less Than a Year
SAN MATEO, Calif. - Oct. 9, 2001 - E.piphany, Inc. (Nasdaq: EPNY), a leader in next-generation customer relationship management (CRM), today announced that Compaq Computer Corporation (NYSE: CPQ) has increased organizational effectiveness and enhanced customer experiences with the help of E.piphany`s intelligent-based customer service software.
"The E.piphany system will pay for itself in less than a year," said Steve Young, VP of Worldwide Customer Care for Compaq`s Access Business Group. "We`ve calculated significant cost savings, and the intelligence inherent in E.piphany technology is bringing exactitude to the science of accurately cross-selling and up-selling at the point of service."
Compaq chose E.piphany software for its intelligent, Web-based architecture that would enable Compaq to easily integrate its North American contact centers into a single hub. The E.piphany customer service application was rolled out to more than 3,000 Compaq agents, who support 1.5 million service transactions per month. The system will be seamlessly integrated with various interaction channels to deliver a consistent customer experience. Compaq has reported fast implementation cycles and higher user adoption rates due to E.piphany`s native Web architecture and intuitive user interface.
"E.piphany was probably one of the easiest deployments we`ve ever had," said Young. "After our service agents spent a day in the classroom working with the software, they received their URL and password and were using the application with proficiency almost immediately."
The E.piphany system has also provided tremendous flexibility for changes to Compaq`s business processes, giving Compaq an operating advantage over competitors. Compaq is now able to immediately adjust its customer service system to map to real time changes in customer demand, such as peak call times. Young added, "The real key for us is having flexible customer service technology enabling us to quickly adapt to changing processes in our dynamic business environment. The E.piphany system helps deliver a consistent experience for our customers and allows us to understand who our customers are and how we should be treating them based on who they are, what they have, and their past interactions. That knowledge is a real key in driving loyalty and satisfaction."
E.piphany partners, eFORCE (www.eforceglobal.com ) and Corollary Solutions are helping with the integration and final deployment of the E.piphany system at Compaq.
"E.piphany is focused on helping companies meet four main objectives: enhance the customer experience; increase organizational effectiveness, deliver intelligently architected solutions; and drive business value," said Roger Siboni, president and CEO at E.piphany. "Compaq`s clear business vision combined with our modern CRM technology is enabling Compaq to meet these objectives. The result is that this Fortune 100 leader is better servicing customers and outpacing competitors."
About E.piphany
E.piphany is a leading provider of next-generation customer relationship management software for the Customer Economy. By providing an integrated suite of software solutions, the E.piphany E.5(tm) solution blends web-based analytic and operational CRM to unify all inbound and outbound marketing, sales and service customer interactions. E.piphany E.5 enables a single, enterprise-wide view of each customer to help global businesses better understand and proactively serve customers in real time. With worldwide headquarters in San Mateo, California, E.piphany has regional operations and offices throughout North America, Europe and Asia Pacific.
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E.piphany and the E.piphany logo are trademarks of E.piphany, Inc. All other trademarks are the property of their respective owners.
Press Contact for E.piphany:
Kim Stocks, E.piphany, 650.356.5863, kstocks@epiphany.com
Stacey McCarthy, Blanc & Otus, 415.856.5116, smccarthy@blancandotus.com
Investor Relations Contact For E.piphany:
Todd Friedman, E.piphany, 650-356-3934, tfriedman@epiphany.com
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