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Control-F1 Licenses ServiceWare’s RightAnswers.com Knowledge Database to Provide ‘One Stop’ eSupport ExperienceCalgary, Alberta - October 23, 2000Today, Control-F1 announced that it has integrated RightAnswers.com, the robust Web-based technical support portal from ServiceWare Technologies Inc., Nasdaq:SVCW), adding self-help computer support content to Control-F1’s eSupport solution. The new product bundle will be available not only in North America, but also to Control-F1’s international subscribers. Customers using Control-F1’s eSupport solution can now purchase ServiceWare’s self-help knowledge base, RightAnswers.com, integrated with Control-F1 on the same account. This combination of self-service technical support and assisted eSupport will benefit companies looking to deploy an end-to-end support environment to create an enhanced customer support experience. “We are always looking to partner with market innovators, ” said Mark Tapling, CEO of ServiceWare. “When Veer Gidwaney, the CEO of Control-F1, approached us, we were quick to see that our customers and Control-F1’s customers had the same objective – deliver superior technical support, quickly and accurately. The combination of our products fulfills that need. If you’re a Control-F1 customer, you now have the ability to deploy an eSupport portal with a complete knowledge base at the backend.” Control-F1 is an extensive eSupport solution using Internet based communication, diagnostic, system management and collaborative tools to enable support technicians to provide assisted technical support through a web browser. ServiceWare’s RightAnswers.com provides a Web-based knowledge portal to more than 4,500 customers around the world. It allows customers to ‘self help’ themselves towards technical service. The RightAnswers.com Knowledge Channels contains hundreds of thousands of solutions from Microsoft, Novell, 3Com and ServiceWare’s own knowledge engineering staff. The solutions cover problem-solution pairs, diagnostics, illustrations, technical articles, and reference documents pertaining to 3,000 software and hardware products. ServiceWare is being used by such early adopters as American Funds Group, Amgen, Compaq, Disney Consumer Products, ESPN, Johnson Controls, Kimberly-Clark, Marshall Space Flight Centre, Net Ventures, Oppenheimer Funds, Tenneco, Texas Instruments and Wall Data. “Our customers drove this deal,” said Veer Gidwaney, CEO of Control-F1. “Since we launched the Control-F1 product, we’ve seen not only that our customers embrace the concept of eSupport, but also that they want a solution that integrates with market leading technical support products. It was a natural progression for us to license RightAnswers.com from ServiceWare.” The integrated solution will give companies the ability to provide their customers with the power to access both self-help support and assisted eSupport from within a single branded eSupport portal. Control-F1 is sold via an ASP (Application Support Provider) model at $350 per month, per technician. The new offering, including RightAnswers.com, is priced at an incremental $34 per technician, per month and $.34 per end-user, per month. The new product bundle is available from Control-F1. About Control-F1. Control-F1 ( http://www.control-F1.com ) is an eSupport software company which designs, markets and hosts technical support delivery solutions for mission critical software vendors, technology value-added resellers, outsourced support providers and corporate help desks. Control-F1 empowers companies with the ability to provide 'live, assisted, web-based' technical support anytime, anywhere. With this technology, companies can deliver a superior service experience while decreasing the cost of support. Clients can use Control-F1’s flagship CF1Live web site to brand, host and rent an assisted eSupport Portal. About ServiceWare. ServiceWare is a leading provider of Web-based solutions for enterprise service and support, which enable organizations to win on service in the incredibly competitive world of eBusiness. ServiceWare delivers a comprehensive, integrated family of eService solutions that enable organizations to easily provide customers with fast, accurate answers to inquiries across all touch points – Web, email, phone, fax or in-person. Based on ServiceWare’s robust knowledge base and patented Cognitive Processor™, ServiceWare’s eService SuiteÔ enables customers to build service destinations for eBusiness. RightAnswers.com, a Web-based knowledge portal, gives the end user direct access to ServiceWare’s Knowledge Channels, which provide technical support knowledge from leading technology companies including Microsoft, Novell and 3Com, and serves as a leading single source for fast, accurate IT solutions. ServiceWare customers represent a cross-section of industry leaders in the financial services, technology, manufacturing, healthcare, entertainment, education and government sectors. More than 4000 organizations have implemented ServiceWare eService solutions including Pfizer, Lucent Technologies, Marriott International, Fleet Services, Stream International, Texas Instruments, Ingram- Micro, John Deere and Bear Stearns. ServiceWare is the recipient of the prestigious CRM Excellence Award 2000, and was also named one of the “Top 100 Companies to Watch” by KM Magazine. Learn more today by visiting ServiceWare’s Web site at www.serviceware.com or call 800-572-5748.eService Suite, Cognitive Processor and RightAnswers.com are trademarks of ServiceWare Technologies, Inc. All other trademarks are properties of their respective owners. Editorial Contact: Marsha Connor Control-F1 403 270 2409 marsha@control-f1.com top of page |
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