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ServiceWare Builds Premier Customer Service Destination to Demonstrate Vision for Successful Online Service and Support“eService Central” Integrates Industry-Leading Technologies to Create Superior Service Site for ServiceWare Customers and EmployeesOAKMONT, PA - October 2, 2000 - ServiceWare Technologies, Inc. (Nasdaq: SVCW), a leading provider of Web-based solutions for enterprise service and support, today announced a new Internet-based customer service initiative, eService Central, which gives ServiceWare customers and employees a new destination for world-class customer service. In addition to providing ServiceWare users an additional Web self-service channel for questions on the company’s products and services, eService Central showcases how leading eService technologies from ServiceWare and its partners are designed to work together.The site will be unveiled to customers, partners and employees this week at ServiceWare’s Users Conference, eVision 2000, in New Orleans. Full demonstrations of eService Central will be provided at the CRM/SSCE show in San Francisco, October 24-26, 2000. Initially, eService Central includes ServiceWare’s eService Suite, a software and content solution that empowers users through self-service while providing a path to escalation, and uses Clarify’s CRM Self-Support as the CRM backbone. ServiceWare will also integrate e-mail management solutions from Kana Communications and voice-enabled solutions from Lipstream. “As a service and support organization committed to customer satisfaction, ServiceWare is pleased to give our customers another avenue to get the assistance they need,” said Mark Tapling, ServiceWare CEO. “With eService Central, ServiceWare demonstrates that our solutions are open and can easily integrate with other market-leading eService technologies. Our objective is to make eService Central the premier service destination on the Internet.” 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 service destinations for eBusiness. RightAnswers.com, a Web-based knowledge portal, gives the end user direct access to ServiceWare’s Knowledge Channels, which provide technical support knowledge from leading technology companies including Microsoft, Novell and 3Com, and serves as a leading single source for fast, accurate IT solutions. 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. eService Suite, Cognitive Processor and RightAnswers.com 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, failure in customers’ widespread adoption and use of the ServiceWare products, 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 prospectus dated August 24, 2000, which is included as part of its Registration Statement on Form S-1, filed with the Securities and Exchange Commission. ### Editorial Contact: Katey Stewart The Horn Group 415-905-4019 kstewart@horngroup.com top of page |
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