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Servicesoft Technologies and Service Management International Partner to Provide Complete eService and Knowledge Management Solutions

SMI to Integrate and Resell Servicesoft's eCenter Solution

Servicesoft Technologies, Inc., the leader in Internet Customer Service, and Service Management International (SMI), a professional services firm dedicated to improving high-technology service businesses and corporate information technology help desks, today announced a partnership agreement. Under the terms of the agreement, SMI will be reselling Servicesoft's eCenter(TM), the industry's first complete end-to-end solution, comprised of knowledge-driven applications for self-help, e-mail management, and live customer interaction. With eCenter, SMI can now offer its customers a complete solution that enables companies to provide world-class customer care on the Internet.

Through this partnership, SMI becomes a member of Servicesoft's Certified Integration and VAR programs, which feature leading vendors dedicated to providing organizations with complete Internet Customer Service solutions through the deployment of Servicesoft's eCenter suite. SMI will leverage Servicesoft's eCenter to provide a total eService solution for organizations looking to maximize their customer support centers and to boost overall customer satisfaction and loyalty. 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), moving to e-mail management (E-mailContact(TM)) and completing the deployment with live collaboration (LiveContact(TM)).

"In today's highly competitive electronic economy, leading organizations understand the importance of providing exceptional online customer service to their customers," said Chris Butler, CEO and president of Servicesoft Technologies. "By establishing a partnership with SMI, an acknowledged leader in management consulting and systems implementation for customer service operations, organizations can more easily plan for and deploy Servicesoft's complete Internet Customer Service solutions."

"The ease of integration with existing systems, flexibility and technical sophistication of Servicesoft's eCenter provide us with the fundamentals for rapidly deploying highly customized and extremely competitive solutions for our customers," said Dave Brown, president and CEO of Service Management International. "We look forward to working with Servicesoft Technologies to deliver world-class eService solutions to our customers."

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 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 (NYSE:GTE), Intel (NASDAQ:INTC), Cisco Systems (NASDAQ:CSCO), Motorola (NYSE:MOT), Verio (NASDAQ:VRIO) 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. Investors in Servicesoft include Sigma Partners, Internet Capital Group (NASDAQ:ICGE) , Gemini, Sofinov, JL Albright, Grey Advertising (NASDAQ:GREY), FT Ventures, Intel (NASDAQ:INTC) and CIBC Capital Partners. Privately held, Servicesoft Technologies is headquartered in Natick, Mass., and has offices throughout the U.S., Canada and Europe.

About Service Management International (SMI)
Founded in 1993, Service Management International (SMI) is a professional services firm dedicated exclusively to improving high-technology service businesses and corporate information technology help desks. SMI is comprised of five key practice areas that complement our "Four Pillars of Success" philosophy - Process, People, Technology, and Performance Measurement. The Operations Improvement Practice provides strategic and operational assessments, process design, business process reengineering, and other operational improvement initiatives. The Technology Solutions Practice includes the definition, selection, implementation and integration of support automation tools. The Organizational Development Practice provides a suite of training programs designed for service management and staff. Knowledge Management consulting moves beyond technology and process to the very architecture of a knowledge sharing organization. Our Service Marketing & Pricing Practice helps clients develop and position their service offerings to optimize revenues and increase customer loyalty. SMI also performs standardized industry benchmarking, research and analysis services and offers several publications, including the CustomerCare Newsletter and Compare(TM), the only industry supported(1), web-based, performance and policy metrics database. SMI's clients range from small start-ups to large, multi-national firms, including Autodesk, ATT Wireless, Cadence Design, Cisco Systems, Intuit, Iomega, Kodak, K-Mart, Microsoft, Motorola, NetCom, NCR, Qualcomm, Palm Computing (3COM), Solomon Software, and Sun Microsystems.

(1)Jointly developed by Help Desk Institute, Customer Support Management magazine, Decisive Technology, and SMI.
(c) SMI 1999

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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