PeopleSupport Launches Tier Zero Self Help Service

PeopleSupport Inc, a leading provider of e-customer relationship management (eCRM) solutions, announced its Tier Zero Self Help services, which combines the technologies of natural language query with a robust back-end data mining and analysis engine.

The PeopleSupport Tier Zero 1.0 service has an integrated agent-facing application that enables customer service agents (eReps) to quickly search a company's knowledge base, leveraging the effectiveness and efficiencies of the eReps, while ensuring consistent responses.

Forrester Research suggests that to succeed with Tier Zero, companies will need to integrate multiple communication technologies that exist today as unconnected point solutions. PeopleSupport's Tier Zero Self Help is a component of the company's fully integrated eCRM platform.

To ensure accurate responses, PeopleSupport has established an in-house Knowledge Management Practice staffed on a 24 x 7 basis by trained knowledge engineers. The agent-facing applications in the Tier Zero service "learn" from content builders that mine email and chat, as well as questions to the Tier Zero system, and continually update the knowledge-based according to customer feedback.

"Traditional FAQ systems are either static and unhelpful or expensive and require massive company involvement and manual processes," said Lance Rosenzweig, PeopleSupport's chairman and CEO.

"Our Tier Zero Self Help service was developed to drive business efficiencies through the Internet. The PeopleSupport natural language Self Help service provides users with quick, accurate responses to their questions about specific products and services. Additionally, the tool is incredibly scalable and flexible to accommodate growth."

In addition to its technology solutions, PeopleSupport has a wealth of in-house experience in its management, consultants and eReps. This expertise stems from PeopleSupport's roots as a leading customer care outsourcer and is complemented by the diverse background of its employees, ranging from hi-technology, business solutions and cross-industry (CRM, ERP and call center) experience.

Additionally, PeopleSupport's eCRM consultants assist e-businesses in developing their customer-centric strategies, and provide the necessary roadmap toward structuring client-specific customer relationship solutions. The company has implemented these solutions for more than 100 leading businesses, providing PeopleSupport with the knowledge to better understand and advise on best practices for eCRM.

PeopleSupport teams with its customers, partners and colleagues to gain sustainable competitive advantage using a fast, flexible and proven approach.

About PeopleSupport Inc

PeopleSupport Inc is a leading provider of integrated e-customer relationship management solutions. PeopleSupport provides e-businesses with a flexible range of technologies and services, including software and infrastructure hosting, professional services, human capital management consulting, or complete eCRM outsourcing. PeopleSupport's clients include Fortune 500 companies and leading businesses such as: GE Card Services, Time-Warner and Toyota. PeopleSupport has received $75 million of venture financing from leading financial and strategic investors, including Accel Partners, Benchmark Capital, Cambridge Technology Partners, Camelot Ventures, CDB Web Tech, Extraprise, Hewlett-Packard Company, idealab Capital Partners, iXL Ventures, Meritech Capital Partners, Octane Capital Management, Rustic Canyon Group, Siebel Systems Inc, Tarrant Venture Partners and Viant Corporation. For more information, visit www.PeopleSupport.com.

Contact PeopleSupport Public Relations, Amy Berkus, 310-824-6200 x6061, aberkus@peoplesupport.com.