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SERVICESOFT AND SPACEWORKS ANNOUNCE PREFERRED VENDOR TECHNOLOGY RELATIONSHIP

Two Market Leaders to Link Best-of-Breed Web-based Electronic Commerce And eService Technologies

OCTOBER 14, 1999 -- SpaceWorks, Inc., the leading business-to-business Web commerce software company, and Servicesoft Technologies, Inc., the breakaway leader in Internet Customer Service, today announced a strategic technology relationship aimed at providing unparalleled Web-based customer service in a comprehensive electronic commerce framework. The two companies will link their best-of-breed technologies to provide clients with a fully integrated Web-native electronic commerce and customer service channel to conduct interactive business-to-business transactions.

Through this new alliance, Servicesoft Technologies and SpaceWorks will make it easier for business customers to engage in a variety of transactions involving the ordering of goods or services, as well as allow them to communicate in real-time over the Web with a service rep about those orders. This is one of the key technology alliances SpaceWorks will announce as part of its product vision strategy for expanding the breadth and depth of its OrderManager solution which was recently announced at the Gartner Group Symposium.

Servicesoft's eCenter solution suite will be easily accessible from the OrderManager application in an upcoming version release. This integration will enable buyers to communicate with customer service reps from the SpaceWorks OrderManager solution via e-mail, Web-based text chat or voice over the Internet, all in real-time at the push of a button. In addition, Servicesoft eCenter provides buyers with the ability to access an extensive knowledge database to answer their own questions and resolve their own problems in a self-help environment. Business customers of SpaceWorks clients who have specific questions or problems at any point during the product search, order transaction or order fulfillment processes can communicate directly with a customer service representative. In addition, they can send e-mail inquiries directly from OrderManager about these same questions or problems.

Clients utilizing Servicesoft eCenter who require electronic commerce capabilities such as order management, order processing, and fulfillment will be able to utilize the OrderManager application. The OrderManager solution will easily integrate with eCenter's product offerings, giving clients the ability to handle both real-time customer service activities, as well as Web commerce all through a fully integrated solution. For example, customers utilizing the eCenter platform for Internet-based service can also access client specific pricing and inventory availability in real-time and place orders directly over the Web. In addition, customers can verify shipping status and conduct real-time order tracking all with the click of a mouse.

Servicesoft's innovative, award-winning eCenter suite provides the most complete, out-of-the-box Internet-based customer service offering in the market. eCenter includes LiveContacttm, which utilizes text chat, a second phone line or voice over IP (VOIP) to provide live interaction between the buyer and seller, and E-mailContacttm, which serves as an automatic messaging between the buyer and seller. In addition, the product suite includes the Servicesoft Web Advisor, which provides a Web-enabled front-end to the Knowledge Builder database giving customers the ability to obtain answers to frequently asked questions and to solve specific problems in a self-help environment.

SpaceWorks award-winning business-to-business electronic commerce product, OrderManager, empowers businesses with the ability to create a full-service, selling, marketing and service environment for their business partners and trading base. OrderManager gives Internet-based business customers the ability to check inventory availability, obtain specific pricing information, research catalogs and configure products, submit orders, track shipping and query account information all in real-time.

Electronic commerce is evolving beyond much more than a comprehensive sales environment where orders are researched, submitted and shipped over the Internet, according to David Alschuler, Managing Director of Electronic Commerce for the Aberdeen Group, a leading IT research firm out of Boston.

Today's business buyer wants a full-service interactive EC experience. The alliance of Servicesoft and SpaceWorks will open new doors for businesses to be able to fully meet this growing customer demand -- giving new meaning to the phrase 'web commerce.'
"Servicesoft is a leader in its class," stated SpaceWorks President and CEO, Dave MacSwain. "Our alliance with Servicesoft fulfills a key part of our product vision, significantly expanding our Internet customer service capabilities. We are excited about the opportunity to work with such an innovative market leader."

"We are thrilled about the SpaceWorks relationship, which enables Servicesoft to integrate its robust and unique eService technologies with SpaceWorks complete business-to-business electronic commerce software product," according to Chris Butler, president and CEO of Servicesoft. "Together, we will provide businesses with the ability to fully realize the Internet's vision to significantly enhance customer loyalty and increase revenues all in real-time."

About SpaceWorks
SpaceWorks empowers its clients to rapidly transform their business-to-business marketing, selling and customer service operations by providing a complete integrated Web-native, e-commerce solution comprised of software, services and partnerships producing significant cost reduction, increased revenue and satisfied buyers. With SpaceWorks OrderManager, businesses set up a 'self-service' sales-to-order environment on the Internet, through private corporate intranets and over extranets. SpaceWorks customers include leading Global 2000 companies. More information is available on the Company's Web site, http://www.spaceworks.com.

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 Internet Customer Service suite. It comprises 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 Getronics-Wang, 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.

Editorial Contact:
Cynthia Keesan
ServiceSoft
416.256.1419, x227
cynthiak@servicesoft.com

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