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ServiceWare Appoints Roberto Aguas to Vice President of Product Management and Strategy
EAI Veteran to Lead Product and Strategy Team
OAKMONT, PA - August 15, 2000 - ServiceWare, a leading provider of Web-based solutions for enterprise service and support, today announced the appointment of Roberto Aguas to vice president of product management and strategy. In this new role, Aguas will be responsible for the product delivery and strategy efforts of ServiceWare’s eService Suite, as well as the strategy and planning of future products. Aguas brings to the position more than 12 years experience in enterprise applications, product research and management, as well as consulting. Aguas’ strength in building high-performance teams aimed at excellence in product quality, customer satisfaction, and time to market are critical to ServiceWare’s growth. Aguas’ primary goal will be to deliver industry leading eService solutions through a customer-focused product delivery team.“Continual innovation of our product line to meet customer requirements is critical to our success in the eService market, and Roberto’s outstanding track-record of exceeding product quality standards and focusing on time to market requirements will propel us forward,” said Mark Tapling, ServiceWare CEO. “Customers are demanding to be put in the driver’s seat, and Roberto’s product management experience will help ServiceWare enhance their Web-based solutions that empower our customers to heighten their service levels by being confident and self-sufficient.”
Aguas joined ServiceWare as director of products and strategy in March 2000, and quickly demonstrated measurable improvements to ServiceWare’s product management approach, while earning the respect of the development, marketing and sales teams. Prior to ServiceWare, Aguas was vice president of product management at SuperNova, Inc., a leading EAI vendor that was acquired by WRQ in February 2000. Aguas also served as director of the Componentware Business Unit at Seer Technologies, a provider of enterprise application development, deployment technology and consulting services that merged with Level 8 in 1998. Aguas holds a bachelor’s degree in Electrical Engineering from Rutgers University.
“This is an exciting time for ServiceWare, especially with eService Suite 3.0 becoming available soon. This upgrade offers customers new enhancements to continually improve their customer service solution and relationships,” said Aguas. “My background and skills will prove extremely helpful in this new position, and I am enthusiastic about working more closely with the executive team to drive the strategic direction of ServiceWare’s industry-leading eService solutions and bringing new products to market.”
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’s 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:
Katey Stewart
The Horn Group
415-905-4019
kstewart@horngroup.com
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