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ServiceWare Releases eService Suite 4.5 to Provide Fully Integrated Support for the Multi-Channel Contact Center

Addition of E-Mail Response Management, Chat and Case Management Enables Improved Contact Center Efficiency and Agent Productivity

EDISON, NJ  – September 16, 2002 – ServiceWare Technologies, Inc. (NASDAQ: SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, today introduced version 4.5 of its core offering, eService Suite™.  ServiceWare's Web-based eService Suite software, powered by MindSync™, a patented self-learning, self-organizing search technology, empowers organizations to capture intellectual capital, develop and manage a repository of knowledge and effectively answer inquiries over the Web and in the contact center. Version 4.5 provides fully integrated support for multi-channel contact centers, including robust e-mail, chat and case management capabilities.

“In today’s knowledge economy, customers demand immediate access to information. Companies must respond by providing Web-based solutions that include a variety of self-service channels including an online knowledge base, e-mail and chat,” stated Scott Schwartzman, COO for ServiceWare. “With our release of eService Suite 4.5, we combine the strength of our patented self-learning and self-organizing knowledge base with these multiple touch points for a comprehensive contact center solution.”

“Organizations with multiple service channels must evolve to a multi-channel knowledgebase strategy as well, or risk alienating customers with inconsistent service,” stated Tim Hickernell, Senior Program Director with META Group's Web & Collaboration Strategies Service. “Providing customers with a consistent experience across all service channels and points of interactions can increase customer switching costs and reduce redundancies in process execution.”

Product Features include:
·       E-mail Response Management System: The E-mail Response Management System (ERMS) provides the ability to automatically act on an e-mail message sent from a web form, sent to a particular address or sent from a session escalated in eService Site.  The system will Auto-Track, Auto- Acknowledge, Auto-Respond or Auto-Suggest using information in the knowledge base or agent interaction through eService Professional.
·       Chat Management System: Both end-users performing self-service through eService Site and agents accessing knowledge via eService Professional have chat capabilities for escalation, communication and knowledge delivery.
·       Case Management: eService Professional now has the ability to track account and contact information, as well as interactions with those contacts by logging interactions, regardless of how they occur; phone, e-mail, chat, etc.  
·       Skills-Based Routing: A queue of incoming e-mails and chat session requests is maintained.   Items in the queue are visible to an agent, based on the agent’s role.  The items in the queue are identified as chat, Web escalation or e-mail.
·       Enhanced Analytic Reporting: Twenty new pre-packaged reports include Contact Center Operations Reports, Case Management Reports and Knowledge Management Reports.
·       Section 508 Compliance: The eService Site user interface is now completely compliant with Section 508, which requires that Federal agencies provide the disabled with access to information comparable to the access provided to those without disabilities.

For more information and a full list of eService Suite 4.5 features and benefits, visit www.serviceware.com/solutions.

About ServiceWare Technologies, Inc.
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.

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, risks related to whether new products will be error-free and will work as anticipated, 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
 
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