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Leading Service Providers Endorse Servicesoft Technologies as the De Facto Standard for Internet Customer Service

NATICK, Mass.--Oct. 19, 1999-- Servicesoft Technologies, Inc., the breakaway leader in Internet Customer Service, today announced that seven leading application and Internet service providers have adopted Servicesoft eCenter(TM) to meet rapidly growing global eService requirements to achieve customer loyalty and eBusiness success. USinternetworking Inc. (Nasdaq:USIX), GTE (NYSE:GTE), Verio Inc. (Nasdaq:VRIO), Telcel, Blue Window, Demon Internet and Stime are turning to Servicesoft's Web Advisor(TM) self-service software, the integral component of Servicesoft eCenter, to increase customer satisfaction by making the Internet their primary channel of service delivery.

"Servicesoft Technologies' customer base is expanding worldwide as companies discover that eCenter enables them to build and strengthen customer relationships, increase customer loyalty and succeed in today's competitive eBusiness world," said Chris Butler, CEO and president of Servicesoft Technologies. "Today's announcement once again demonstrates Servicesoft's leading position in the rapidly developing space of eService. Internet service providers are challenged to balance rapid eBusiness growth with their customers' growing needs and requirements. eCenter is specifically designed to help them meet this challenge."

In an effort to provide exceptional eService to their customers, leading organizations take advantage of the industry's only complete end-to-end eService solution for knowledge-driven self-service, e-mail management and live collaboration. Depending on an organization's needs, companies can deploy the fully integrated Servicesoft eCenter solution or stage the deployment, beginning with self-service (Web Advisor) as the first stage, moving to e-mail management (E-mailContact) and live collaboration (LiveContact) for the final stage. Web Advisor, an online help system, is one of the key components of Servicesoft eCenter, and most often the first deployment stage to a fully integrated eService offering. Using an intelligent Expert Reasoning(TM) methodology, Web Advisor delivers intuitive self-service via the Internet and allows customers to successfully resolve their own problems on-line.

Among the leading ASPs and ISPs taking advantage of Servicesoft's suite of Internet Customer Service solutions are USinternetworking Inc., a leading application service provider managing business applications over the Internet; GTE, a telecommunications company providing internetworking services; Verio Inc., the world's largest domain-based Web-hosting company; Telcel, a Portuguese Internet service provider; Demon Internet, the UK's most experienced solutions provider for connectivity, hosting, security and e-commerce; Blue Window, Swisscom AG's Internet service to over 200,000 residential customers and small offices; and Stime, a Paris-based helpdesk for point of sales equipment in supermarkets.

"As the leading application service provider, we selected Web Advisor to ensure we meet demands of a diverse and growing client base," said Judi Newman, Manager of Client Care Systems at USinternetworking. "Using Servicesoft's Web Advisor will enable us to give our clients around-the-clock access to our world-class CLIENT Care teams that they have come to expect and increase satisfaction levels by attending to each client's unique needs quickly and efficiently."

About Servicesoft eCenter
ServiceSoft eCenter captures and categorizes an organization's service expertise, making it easily accessible to customer service agents and customers through self-help, e-mail, and live interaction. eCenter maximizes 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 eCenter provides these capabilities through the following components:

--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-mailContact(TM) 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.

-- LiveContact(TM) 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(TM) 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 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. 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.

Editorial Contact:
Cynthia Keeshan
ServiceSoft
(416) 256-1419 ext. 227
cynthiak@servicesoft.com

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