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Servicesoft Technologies Announces the Integration of Their Customer-Focused Solutions with HP Openview
Integrated Solution of HP OpenView Service Desk and Servicesoft Knowledge Builder Sets New Standard for Customer Driven IT Support Management
San Francisco, California – October 27, 1999 – Servicesoft Technologies, Inc., the breakaway leader in Internet Customer Service, today announced an agreement with Hewlett-Packard Company, leading provider of integrated management solutions for applications, systems, networks, software, desktops, security, storage and IT services, to integrate HP OpenView Service Desk with Servicesoft’s Knowledge Builder® and Web Advisor® to create a complete customer oriented support management system. The integration will enable HP OpenView Service Desk users to quickly find the answers to reported problems within the Knowledge Builder’s knowledge base, and end users to efficiently and intelligently serve themselves using Web Advisor.“Servicesoft’s Web Advisor and Knowledge Builder are the leading solutions for capturing, accessing and distributing customer support expertise,” said Chris Butler, CEO and President of Servicesoft Technologies. “By integrating Servicesoft’s self-service and intelligent problem resolution software with the HP OpenView suite, we provide the industry’s best solution for total customer relationship management online.”
“In today’s rapidly changing environment, the alliance between Servicesoft and HP allows IT organizations to effectively support their customers through assisted service or self-service via the Internet,” said Olivier Helleboid, acting vice president and general manager of HP’s OpenView Software Business Unit. “Our alliance with Servicesoft Technologies is a natural fit because customer satisfaction and high-quality IT support management are central to the business approaches of both our companies.”
Web Advisor and Knowledge Builder are the key components of Servicesoft eCenter suite, the industry’s first and 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™ methodology, Web Advisor delivers intuitive self-service via the Internet and allows customers to successfully resolve their own problems online.
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 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 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 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.
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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 Technologies
416/256-1419 ext. 227
cynthiak@servicesoft.com
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