Company Profile
Formed in February 1999 by the merger of ServiceSoft Corporation and Balisoft Technologies, Servicesoft, Inc. is the breakaway leader in Internet Customer Service. Realizing the futility of point solutions or marketing partnerships being offered by the industry, ServiceSoft and Balisoft merged their best-of- breed products to deliver the market's only complete Internet Customer Service solution, consisting of self-help, e-mail response, and live interaction, all founded on a shared, sophisticated knowledge base. With this complete solution, the company enables organizations to leverage the Internet to deliver a paradigm shift in customer service - any time, anywhere, in any way all with outstanding consistency and efficiency. Driven by a proven management team lead by Mark Skapinker - the co-founder and president of Delrina, developers of WinFax - and Dave Tarrant - founder of Graphic Communications, the developers of Freelance Graphics - Servicesoft, Inc. is positioned to be the long-term winner in the rapidly growing Internet Customer Service market.
Servicesoft, Inc. delivers the industry's only fully integrated, end-to-end Internet Customer Service solution with the introduction of Servicesoft eCenter(tm). Fulfilling the promise of superior Internet Customer Service, eCenter integrates best-of-breed applications for self-service, e-mail management, and collaborative interaction, all based upon a sophisticated knowledge base that delivers the consistent advice required to accurately answer customer questions. eCenter provides a robust escalation platform that intelligently transfers inquiries from self-help to e-mail response to live, online professional assistance. The solution maximizes an organization's technology investments by easily integrating with existing business systems including, automated call distribution (ACD), customer relationship management (CRM), database, security, and e-commerce applications. eCenter is comprised of Servicesoft's leading software components: Web Advisor - provides intelligent self-service via the Internet and assisted service to customer service representatives delivering consistent, high-quality, and easily accessible answers. Knowledge Builder - allows an organization to easily create and maintain a sophisticated knowledge base that provides the high level intelligent for self-service, e-mail routing and auto-response, and direct support by live agents. E-mailContact(tm) - manages the rising tide of customer e-mail by delivering intelligent auto-response and sophisticated routing ensuring customer satisfaction. LiveContact(tm) - humanizes the way businesses and customers communicate on the Internet. Designed using text chat, voice, and multimedia collaboration, LiveContact creates an environment built on personalized interaction. CRM Bridge(tm) - offers connections to leading customer relationship management systems. ACD Bridge(tm) - offers connections to leading automated call distribution centers. Professional Services - deliver the training, expertise, and consulting services to ensure that each solution will be implemented successfully, rapidly, and in a cost efficient manner.