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ServiceWare Helps Merlin Information Systems, Ltd. Reduce Support Costs for ASP CustomerseService SuiteTM Adds Web Self-Service Capabilities to Merlin’s Support Portal SolutionPRINCETON, NJ – August 13, 2002 – ServiceWare Technologies, Inc. (NASDAQ: SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, today announced that Merlin Information Systems, Ltd. has selected ServiceWare’s eService SuiteTM to provide knowledge management and self- service functionality for its support portal offering. Merlin Information Systems, Ltd. is a leading IT and CRM services and solutions company based in the United Kingdom. Merlin specializes in the provision of managed help centers, e-solutions, technical services and monitoring to complement corporate IT departments around the globe. Now, with its latest support offering, Merlin serves as an Application Service Provider (ASP) of Web-based portal technologies for companies worldwide. As part of this portal offering, Merlin needed to provide customers with access to a knowledge base and FAQ’s to resolve problems without having to contact a customer service agent within the contact center. ServiceWare’s eService Suite provides Merlin with a Web-based self-service application, giving end-users direct access to online support tools, including a self-service knowledge base and dynamic FAQs. Driven by MindSync™, ServiceWare’s patented self-learning, self-organizing search technology, eService Suite gives Merlin the edge it needs over traditional search technologies. Additionally, eService Suite’s scalable Web-architecture is extremely conducive to a portal environment. It allows for remote knowledge authoring and user administration, providing access to knowledge anywhere in the world, at any time. “We were looking for a highly tailorable solution to meet our demands of categorization and portal configurability,” stated Richard Patterson, Managing Director at Merlin Information Systems, Ltd. “eService Suite gave us the flexibility that we needed for an ASP offering. Knowledge management is a key aspect of the portal concept and technology, which has revolutionized our business and is the single most important product that will affect Merlin’s future prospects.” Merlin piloted self-service through their ASP solution with one of their clients and the initial results showed that 26% of end-user requests were deflected to the Web. This, together with providing additional communication channels such as e-mail, VoIP and online call logging, showed the customer a total savings of 56% over the cost of delivering the same service through a traditional telephone-based contact center. “Merlin’s innovative ASP approach to customer service and support is a perfect fit for ServiceWare’s Web-based self-service technology,” stated Kent Heyman, CEO of ServiceWare. “We are extremely pleased with the success that Merlin’s clients have experienced using our solutions within their support portal environments.” About ServiceWare Technologies ServiceWare is a leading provider of Web-based knowledge management solutions for customer service and support. ServiceWare's eService Suite™ software empowers organizations to deliver superior service while reducing support costs. Powered by MindSync™, a patented self-learning search technology, eService Suite enables businesses to develop and manage a repository of knowledge to effectively answer inquiries over the Web and in the call center. More than 200 leading organizations have implemented ServiceWare software including H&R Block, AT&T Wireless, Cingular Wireless, Northeast Utilities, Reuters, Stream International, and QUALCOMM. Learn more today by visiting www.serviceware.com or call 1.800.572.5748. About Merlin Information Systems Founded in 1991, Merlin Information Systems Ltd. is a leading IT service company. Merlin specializes in the provision of managed help centers, e-solutions, technical systems and professional services to complement corporate IT departments across the globe. By providing reliable technical back-up and imaginative solutions to problems, Merlin has established itself as a market leader in the support systems and managed service fields. For more information, visit www.merlininfosys.com. eService Suite and MindSync are trademarks of ServiceWare Technologies, Inc. All other trademarks are properties of their respective owners. Statements in this press release that are not historical facts, including those statements that refer to ServiceWare’s plans, prospects, expectations, strategies, intentions, hopes and beliefs, are forward-looking statements. These forward-looking statements are based on information available to ServiceWare today, and ServiceWare assumes no obligation to update these statements as circumstances change. There are risks and uncertainties that could cause actual results to differ materially from the forward-looking statements, including, without limitation, risks related to ServiceWare's eService software strategy, fluctuations in customer demand, use of the Web as a delivery vehicle for customer support solutions, risks resulting from new product introductions and customer acceptance of new products, rapid technological change, risks associated with competition, continued growth in the use of the Internet, ServiceWare’s ability to retain and increase revenue from existing customers and to execute agreements with new customers, and ServiceWare’s ability to attract and retain qualified personnel. Risk factors are described in more detail in ServiceWare's filings with the Securities and Exchange Commission. Editorial Contact: Jessica Jordan ServiceWare Technologies (412) 826 –1014 x 1413 jjordan@serviceware.com top of page |
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