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ScanSoft, Inc. Selects Servicesoft’s Web Advisor® and E-mailContact™

Servicesoft Products To Help ScanSoft To Provide Superior Internet-Based Technical Support

Natick, MA – December 1, 1999 – Servicesoft Technologies, Inc., the leader in eService solutions, today announced that ScanSoft, Inc., a leading provider of digital imaging and optical character recognition (OCR) software, has adopted Servicesoft’s Web Advisor and E-mailContact, two integral components of Servicesoft’s eCenter™ suite. The implementation of Servicesoft’s solution will allow ScanSoft to reduce direct call contact to its technical support centers by 20 to 30%.

“As the Internet becomes a primary medium of business communication, Internet Customer Service is fast becoming an essential strategy for supporting customers,” said Chris Butler, CEO and president of Servicesoft Technologies. “Our eCenter solution for knowledge-driven self-service and e-mail management, fulfills the promise of superior Internet Customer Service by enabling ScanSoft’s customers to quickly and conveniently access product information on the Web.”

Web Advisor and E-mailContact are the key components of Servicesoft eCenter, and most often deployed as the initial stage in a phased approach 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 24 hours a day, seven days a week; while E-mailContact manages the rising tide of customer e-mail by delivering intelligent auto-response and sophisticated routing, which ensures customer satisfaction. ScanSoft plans to launch these services for its Kai’s Photo and Pagis product lines in early December and for its entire product line early next year.

“Servicesoft’s products will enable us to significantly enhance our internet-based technical support by providing faster, easier-to-use and more convenient services to our customers,” said John J. Rogers, Jr., CFO of ScanSoft. “For example, customers visiting ScanSoft’s Web site for support will automatically receive a list of answers that are ranked in order of how likely they are to address each issue, along with the option of sending an e-mail that contains a log of the online session to our technical support department for further assistance. In addition, due to the self-service nature of Servicesoft’s products, we expect to improve efficiency and reduce costs within our technical support operations.”

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™ 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 ScanSoft, Inc.
Headquartered in Peabody, MA, ScanSoft, Inc. (NASDAQ: SSFT) is a leading developer of digital imaging software that enables users to leverage the power of their scanners, digital cameras, and other electronic devices. ScanSoft’s award-winning product line – Pagis Pro, TextBridge Pro, PaperPort Deluxe, PaperPort ScannerSuite, PhotoFactory, Kai’s PhotoSoap 2, Kai’s SuperGoo and Kai’s PowerSHOW – enables users to capture, recognize, edit, manage and share documents and photos electronically by taking advantage of ScanSoft’s cutting-edge technology.

ScanSoft software is sold and marketed worldwide through retail, dealer and OEM channels and the Internet, capturing the consumer, small office/home office (SOHO) and corporate markets. There are approximately 2.4 million registered users of ScanSoft products.

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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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