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Servicesoft Technologies Receives “Gold Best-in-Class” Users Choice Award From Customer Support Magazine and Real Market Research

Customer Relationship Management Conference and Expo Booth #1225 San Francisco, California – October 28, 1999 – Servicesoft Technologies, Inc. the breakaway leader in Internet Customer Service, today announced its Web Advisor® self-help solution for Internet Customer Service received a “Gold Best-in-Class” at The First Annual Users Choice Awards, sponsored by Customer Support Management magazine and Real Market Research. Servicesoft’s Web Advisor won top honors in the “Self-Help” category at an awards ceremony on October 27, 1999 at ZD Events’ Customer Relationship Management Conference and Expo in San Francisco’s Moscone Center.

“We are honored to have been chosen as a ‘Gold Best-in-Class’ recipient by CRM end-users, further proof that Web Advisor provides customers with the most intelligent, easy to use self-help solution for Internet sites,” said Chris Butler, CEO and President of Servicesoft Technologies. “Self-help capabilities are becoming an increasingly important component of eService, and Servicesoft’s Web Advisor helps companies exceed their customers’ service expectations.”

The Users Choice Awards is the only awards program that rates customer relationship management (CRM) products based on end-user feedback. Over 238 entries were received in 21 categories including Self-Help, Call Center Communications/CTI, Customer Satisfaction Measurement and Field Service/Remote Communications. Awards were presented by Katherine Grayson, editorial director of Customer Support Management magazine, and Gary Lemke, president of Real Market Research.

Servicesoft delivers world class products in Internet Customer Service. Servicesoft’s flagship product, 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. A component of eCenter, Web Advisor delivers intelligent self-service to customers via the Internet and assisted service to customer service representatives, delivering consistent, high-quality and easily accessible answers.

About Customer Support Management
Customer Support Management, “The magazine for optimizing the customer relationship,” is the only enterprise-level solutions publication written exclusively for executives and line managers responsible for customer support and service.

About Real Market Research
Real Market Research provides fact-based market research for customer relationship management organizations and publishes “RealMarket Today!” – the industry’s first and only daily publication highlighting CRM/eService news and events.

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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