ServiceWare Recognized by KMWorld as Trendsetter (email this article)

PITTSBURGH, Sept. 3 /PRNewswire-FirstCall/ -- ServiceWare Technologies, Inc. (OTC Bulletin Board: SVCW - News) (Company Profile, Past Stories, Case Studies), a leading provider of knowledge management and problem resolution solutions for customer service and support, today announced that leading industry publication, KMWorld magazine, recognized the company's suite of applications, ServiceWare Enterprise(TM), as a trend- setting Smart Enterprise Suite for 2003. KMWorld defines Smart Enterprise Suites as applications that combine collaboration and content.

"Based on our editorial coverage and market trends, we have identified seven specific industry trends that exemplify what's hot in KM technology. One of these trends is the Smart Enterprise Suite, in which ServiceWare's solutions exemplify the leading edge of innovation and therefore assume a leadership role," according to Hugh McKellar, Editor of KMWorld Magazine.

In the September 2003 issue of KMWorld, the editors have identified seven market trends for 2003. In addition to Smart Enterprise Suites, KMWorld listed Business Process Management, Collaboration, Content Management, Document Management, Portals and Records Management as knowledge management technology trends.

"To be by recognized by KMWorld as a trendsetter is truly an honor. Our suite of knowledge-powered customer service and support applications represents a smart enterprise suite by combining intelligent search technology, problem resolution applications, portal functionality and collaboration capabilities," states Kent Heyman, CEO of ServiceWare Technologies, Inc.

ServiceWare Enterprise enables call centers and help desks to provide accurate and consistent service via the phone or the Web. Powered by the industry's only patented self-learning and self-organizing knowledge engine, the Cognitive Processor®, ServiceWare Enterprise includes tools for Web self-service and agent-assisted support.

ServiceWare Self-Service(TM) empowers customers and employees to easily find information on a corporate Internet or Intranet site. ServiceWare Professional(TM) enables support agents to simplify the problem resolution process and deliver fast, accurate and consistent answers to customers and end-users. ServiceWare Knowledge Portal(TM) includes collaboration and unstructured search capabilities and can be utilized as a unified interface for all agent desktop applications, including ServiceWare Enterprise and existing CRM or call tracking applications.

This is the second time ServiceWare has been recognized by KMWorld in 2003. In February the Company was named to the publication's list of "100 Companies That Matter in Knowledge Management."

About ServiceWare Technologies, Inc.

ServiceWare is a leading provider of Web-based knowledge management solutions for customer service and support. ServiceWare software empowers organizations to deliver superior service while reducing support costs. Powered by ServiceWare's Cognitive Processor®, a patented self-learning


search technology, ServiceWare Enterprise(TM) and ServiceWare Express(TM)
enable businesses to develop and manage a repository of knowledge to
effectively answer inquiries over the Web and in the call center. Leading
organizations have implemented ServiceWare software including EDS, H&R Block,
AT&T Wireless, Cingular Wireless, Fifth Third Bancorp, Green Mountain Energy,
Reuters, and QUALCOMM. Learn more today by visiting www.serviceware.com or
call 1.800.572.5748. Outside North America, call our international office at
+(44) 01280.82.6345.

SmartMiner, ServiceWare Enterprise, ServiceWare Express, ServiceWare Self- Service, ServiceWare Professional, ServiceWare Architect, ServiceWare Administrator, ServiceWare Knowledge Portal and Cognitive Processor 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 revenue expectations, ServiceWare's software strategy, fluctuations in customer demand, use of the Web as a delivery vehicle for customer support solutions, risks resulting from new product introductions, integration of acquired products with current offerings, 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 and to secure necessary financing for its operations and business development. Risk factors are described in more detail in ServiceWare's filings with the Securities and Exchange Commission.