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ServiceWare Joins Forces with Lipstream to Bring a Voice to eService

Partnership Will Extend Customer Communication Choices When Using ServiceWare’s Web Self-Service Solution

OAKMONT, PA - August 1, 2000 - ServiceWare, a leading provider of Web-based solutions for enterprise service and support, today announced that it has formed a strategic partnership with Lipstream Networks, Inc., the leader in real-time voice over the Internet for eBusiness, to voice-enable ServiceWare’s Web self-service solution, eService Site. The addition of Lipstream’s Live Voice service will allow customers to talk directly to a live service representative over the Web at any time during a support session. This partnership builds on ServiceWare’s recent product enhancements that allow customers access to immediate and useful answers to their questions through a variety of medium-including voice, email and multimedia.

The partnership will combine Lipstream’s Live Voice service with ServiceWare’s eService Site to allow users to begin a real-time dialogue with a customer support representative, at any time during their service experience with just the click of a button. ServiceWare’s eService Site is the entry point for customers and employees enabling businesses to provide Web-based self-service to their end-users, whether through the Internet or a corporate Intranet. eService Site allows self-help users to access a company’s knowledge base at any time, through a simple, easy-to-use interface via a natural language query.

Voice-over-IP capabilities allow customers to escalate easily to an interactive voice chat session. This premier service is another option that will soon be available from ServiceWare that will allow customers to have their questions answered immediately with the method of communication that best suits their needs, enhancing the customer experience. During certain service and support sessions, customers may feel more comfortable speaking with a live customer service representative (CSR). Now customers will be able to simply establish a direct connection with a CSR from within the web interface, without disconnecting or leaving the interactive session. With a view into the path taken by the customer and access to a customer’s complete service history, CSRs can address the service inquiry immediately, while providing customers the added convenience of being able to simultaneously talk to someone live. With an added voice interaction channel, eBusinesses realize faster problem resolution rates and a decreased number of abandoned online support sessions, which equals stronger customer relationships and improved ROI.

“Enabling real-time customer communication is key for companies looking to gain a competitive edge. Lipstream’s Live Voice is a natural extension to our current products and will offer customers yet another touchpoint to choose from when making a service inquiry,” said Mark Tapling, president and CEO of ServiceWare. “The ability to provide our customer’s customer with the most effective, personalized service and support is a top priority for ServiceWare.”

“Voice over the Internet creates the ultimate online customer experience because many customers prefer to ask questions and be assisted using voice, yet also want to leverage the immediacy and efficiency of the Internet,” said Matt Jones, president and CEO of Lipstream. “We are pleased to be working with a company that helps provide superior, knowledge-based eService, and look forward to helping ServiceWare’s customers leverage the use of voice to achieve faster resolution times and decreased support costs.”

About Lipstream Networks, Inc.

Lipstream Networks, Inc. is the leading Internet voice service provider for eBusiness. Lipstream enables real-time voice communication for eCommerce, customer service, education and community applications. Customers include AltaVista, eGain, eShare, Excite@Home, Kana Communications, Miadora, MyFamily.com, PeopleSupport and Quintus. Lipstream is privately held and investors include American Express Company, Compaq Computer Corporation, Crosslink Capital and Sequoia Capital. Lipstream is located in Cupertino, Calif., and can be found on the Internet at www.lipstream.com and contacted via telephone at (408) 861-8200.

About ServiceWare

ServiceWare is a leading provider of Web-based solutions for enterprise service and support, which enable organizations to win on service in the incredibly competitive world of eBusiness. ServiceWare delivers a comprehensive, integrated family of eService solutions that enable organizations to easily provide customers with fast, accurate answers to inquiries across all touch points - Web, email, phone, fax or in-person. Based on ServiceWare’s robust knowledge base and patented Cognitive Processor™, ServiceWare’s eService Suite enables customers to build the best service destinations for eBusiness. ServiceWare customers represent a cross-section of industry leaders in the financial services, technology, manufacturing, healthcare, entertainment, education and government sectors. More than 4000 organizations have implemented ServiceWare eService solutions including Pfizer, Lucent Technologies, Marriott International, Fleet Services, Stream International, Texas Instruments, Ingram-Micro, John Deere, and Bear Stearns. ServiceWare is the recipient of the prestigious CRM Excellence Award 2000, and was also named one of the “Top 100 Companies to Watch” by KM Magazine. Learn more today by visiting ServiceWare’s Web site at www.serviceware.com or call 800-572-5748.

Editorial Contact:
Jennifer Donovan
The Horn Group
415-905-4029
jdonovan@horngroup.com

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