Press Release - ServiceSoft Corporation Company Profile Servicesoft technologies ANNOUNCES Eighteen new customers Signed in 30 day Period Record Customer Wins Demonstrate Increasing Growth of Internet Customer Service Market and Identify Servicesoft as Leader Natick, MA ? August 3, 1999 ? Servicesoft Technologies, Inc., the leader in Internet Customer Service, today announced that it has secured eighteen new customer contracts in 30 days, a record accomplishment. New customers, including Ericsson, Nortel Optical Networks and Orange Systems, have chosen to implement Servicesoft?s industry leading Internet Customer Service solutions for more effective Internet-based customer support. "Servicesoft gives us the tools we need to organize our expertise and knowledge so that we can provide effective communications and service via the Web,? said Dr. Norman Jacknis, CIO at Westchester County, another new customer of Servicesoft. ?FAQs and the e-mail solutions available to date haven?t been able to satisfy customer demands, but with Servicesoft we have an intelligent strategy for answering those needs over the long term. Being able to respond quickly and satisfactorily to customer demands, at their convenience, is more important than ever in today?s electronic economy and Servicesoft?s solutions give us that ability.? Internet Customer Service is a rapidly growing market predicted to reach the $1.2 billion mark by 2003, according to forecasts by the Yankee Group. With its advance standing in the marketplace, Servicesoft is well positioned as the leader to take full advantage of this tremendous business opportunity. Servicesoft is the only vendor to fully integrate all of the critical technologies for effective customer support on the Web: self-service, e-mail and live interaction. By offering these essential solutions, available individually or as a seamlessly integrated suite, Servicesoft provides the full range of knowledge-based Internet Customer Service for intelligently answering customer inquiries via the Internet. "This exciting achievement in customer acquisition is evidence that the market understands the need for Internet Customer Service,? said Mark Skapinker, CEO of Servicesoft Technologies. ?These leading companies have discovered that FAQ?s and unsophisticated e-mail applications aren?t sufficient. They are clearly ready to take customer support to the next level with Servicesoft?s advanced knowledge-based solutions.? About Servicesoft?s Products Servicesoft?s solutions capture and categorize an organization?s service expertise, making it easily accessible to customer service agents and customers through self-help, e-mail, and live interaction. These products maximize an organization?s call center and e-commerce investments by easily integrating with the existing technology infrastructure, including automatic call distributors (ACD), customer relationship management (CRM) systems, databases, and e-commerce applications. Servicesoft?s products are available individually or as eCenter, a seamlessly integrated Internet Customer Service suite. The individual products are: Knowledge Builder? allows an organization to easily create, deploy, and maintain a knowledge base of consistent, accurate advice. Web Advisor? delivers intelligent self-service via the Internet and assisted service to customer service representatives delivering consistent, high-quality and easily accessible answers. E-mailContacttm enables organizations to manage and monitor the growing tide of inbound e-mail by leveraging the existing e-mail infrastructure with automated response and report generating capabilities to improve customer satisfaction. LiveContacttm humanizes the way businesses and customers communicate on the Internet. Designed using text chat, voice, and multimedia collaboration to create an environment built on personalized interaction. About Servicesoft Technologies Servicesoft Technologies Inc. (http://www.servicesoft.com) is the breakaway leader in Internet Customer Service. Its flagship eCenter? delivers the industry?s only complete end-to-end solution, comprised of best-of-breed applications for self-help, e-mail response and live customer interaction, all driven by the industry?s most robust knowledge base. This complete offering is crucial to enabling companies to leverage the promise of the Internet in achieving a paradigm shift in customer service to drive initial sales, generate loyal customers, obtain repeat business, and do it all more efficiently than traditional methods. Major companies worldwide, such as Wang Global, GTE, Intel, Cisco Systems, Motorola, Verio and NB Tel rely upon the company?s award-winning offerings. The company?s partners include leading call center, system integration and customer relationship management companies. Privately held, Servicesoft Technologies is headquartered in Natick, Mass., and has offices throughout the U.S., Canada and Europe. For more online information visit www.servicesoft.com. # # # Servicesoft, eCenter, Web Advisor, Knowledge Builder, E-mailContact and LiveContact are registered trademarks or trademarks of Servicesoft Technologies, Inc. All other brands and products referenced herein are acknowledged to be registered trademarks or trademarks of their respective holders. http://www.servicesoft.com Contact: Cynthia Keeshan Public Relations Manager Servicesoft Technologies Inc. (416) 256-1419 ext. 227 cynthiak@balisoft.com The Weber Group Terry May/Kristen Fahey (617) 520-7114/7022 tmay@webergroup.com Search the News Archives Home | Daily Report | Resource Center | Company | Affiliations | Research | Contact Us © 1998 Real Market Research Corporation.          Real Market is a registered trademark of Real Market, Inc.