Press Release - ServiceSoft Corporation Company Profile ServiceSoft Announces Integration of Automated Customer Support Software With the Vantive Front-Office Solution Integration Provides Enhanced Customer Service through Superior Self-Service and Assisted Customer Support ServiceSoft Corporation, the leader in Web knowledge-based solutions for automated customer service, today announced the integration of ServiceSoft's Web Advisor(R) with the Vantive Enterprise. The comprehensive integration of ServiceSoft's and Vantive's premier solutions provides a complete best-of-breed customer support management system with intelligent problem resolution and powerful Internet self-service functionality. "ServiceSoft's technology delivers an extension of superb self-service and assisted customer support to Vantive customers," said Jim Bell, Director of Call Center Marketing at The Vantive Corporation. "Integrating ServiceSoft's robust knowledge-based customer support software into our front-office suite provides our customers with a powerful support solution while saving money." The integrated solution leverages the Internet to enable an entire organization to benefit from easily accessible service and support information. By selecting their problem and answering questions in ServiceSoft's Web Advisor, customers can find solutions without calling the support desk. A customer who requires live interaction to resolve a problem can easily escalate to the Vantive system which automatically provides the support professional with a detailed record of the customer's self-help session. The customer benefits from around-the-clock support and quick turn-around when their problem is escalated while the company benefits from improved worldwide support and a reduction in the number of incoming calls. In addition, the integrated solution provides support professionals with immediate access to solutions in the knowledge base, allowing them to answer calls more quickly and efficiently. Support representatives from different locations and on different shifts can all provide consistent, accurate advice by leveraging the solutions that have been captured in the knowledge base. Giving support representatives fast access to proven solutions also results in a reduction in training time. The product integration is designed to evolve and grow with the organization, providing support technicians with the ability to easily author new solutions into the knowledge base from within the Vantive system. As new problems or solutions are reported, support representatives can simply capture this information in the knowledge base thereby making it immediately available to other support representatives as well as customers. "We're proud to combine our knowledge-based customer service solutions with Vantive's leadership in customer relationship management solutions," said Dave Tarrant, president and CEO of ServiceSoft. "Organizations can now benefit from a true end-to-end solution. From customer self-service to session escalation to facilitated support, this powerful solution truly provides customers with the most efficient way to get their problems solved." The ServiceSoft solution and integration is available immediately from ServiceSoft and authorized resellers. For more information, contact ServiceSoft at (800) 737-8738, or via email at info@servicesoft.com. About Vantive Vantive is a worldwide leader in the front-office software market with more than 700 customers and $117 million in revenue in 1997. Vantive's vision is to bring technology solutions to the front-office that create competitive advantage through strong and enduring customer relationships. The Vantive Enterprise is an integrated suite of web-enabled software that increases sales, marketing, call center, help desk and field service effectiveness. Vantive Enterprise is differentiated by its rich functionality; proven mobile solutions; component-based, high-performance architecture; and time- and cost-effective implementations. Vantive is supported by extensive software, consulting, and service partner programs that provide further technology and vertical expertise as well as integration support. Founded in 1990, Vantive is headquartered in Santa Clara, and distributes its products in more than two dozen countries. About ServiceSoft ServiceSoft Corporation (www.servicesoft.com), headquartered in Needham, Mass., is the leader in web-based knowledge management for automated customer service. It offers the industry's leading suite for harnessing customer service expertise, and instantly guiding end users and support professionals to the right solutions via the Web. ServiceSoft's Knowledge Builder(R) and Web Advisor(R) enable Global 2000 companies, such as Xerox, Wang Global, Intel and Cisco Systems, to enhance customer satisfaction by delivering accurate advice that quickly answers their questions. Breaking new ground with its Expert Reasoning(tm) and advanced collaboration technologies, ServiceSoft helps companies deliver problem-resolution solutions to support professionals and intelligent self-service support to customers and employees. ### ServiceSoft, Web Advisor, Knowledge Builder, Expert Reasoning, Workflow Editor, Advice Library for Desktop Computing, and Smart Answers on the 'Net are registered trademarks or trademarks of ServiceSoft Corporation. All other products or company names are registered trademarks or trademarks of their respective owners. http://www.servicesoft.com Contact: Leila Dillon Manager, Marketing Communications ServiceSoft Corporation 781.449.0049 ext.238 ldillon@servicesoft.com Jaia Zimmerman The Horn Group for Vantive 415/905-4021 jzimmerman@horngroup.com Search the News Archives Home | Daily Report | Resource Center | Company | Affiliations | Research | Contact Us © 1998 Real Market Research Corporation.          Real Market is a registered trademark of Real Market, Inc.