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ServiceWare Supports Siebel 7

Integrated Products Will Expand Support Capabilities and Enhance Customer Service Initiatives

CHICAGO--Oct. 1, 2001--ServiceWare Technologies, Inc. (Nasdaq:SVCW - news), a leading provider of enterprise solutions for service and support, today announced its support for Siebel 7, the seventh major release of Siebel eBusiness Applications from Siebel Systems Inc., (Nasdaq:SEBL - news), the world's leading provider of eBusiness applications software. ServiceWare plans to submit the integration of its eService Suite(TM) for validation with Siebel 7 within 90 days of general availability, providing organizations with complete eBusiness solutions that increase productivity, maximize revenue and profit, and significantly enhance customer acquisition, satisfaction, and retention.

Siebel Systems enables software vendors to easily integrate solutions through its open, extensible, advanced Smart Web Architecture. Unlike rudimentary HTML clients, Siebel Smart Web Architecture combines a zero-footprint, browser-based Web client and a user interface with levels of interactivity and usability traditionally available only in Windows applications. The Siebel Smart Web Architecture enables organizations to leverage the industry's best eBusiness applications at the lowest total cost of ownership.

Siebel 7 extends the reach and functionality of Siebel Systems' industry-leading suite of integrated, multichannel eBusiness applications, enabling organizations to translate customer relationship strategy into execution by effectively aligning and rapidly integrating channels, employees and partners. Siebel 7 allows organizations to manage, synchronize and coordinate all customer touch points across the Web, call center, field sales and service personnel, and partner channels.

ServiceWare's eService Suite allows organizations to efficiently build and manage a repository of knowledge and intelligently disseminate that knowledge to customers and employees over the Web or in the call center. ServiceWare empowers both support agents and individuals accessing online self-service options to more quickly locate consistent and accurate answers to their questions. Through the partnership, customers of ServiceWare and Siebel Systems can deploy eService Suite with Siebel Call Center to improve call center agent productivity and provide higher quality online customer service.

``ServiceWare's patented technology, combined with Siebel Systems' complete and comprehensive vision for eBusiness, will enable customers to maximize the effectiveness of their customer service and knowledge management initiatives,'' said Kent Heyman, president and CEO of ServiceWare. ``Siebel 7 enables multipoint integration with customer data, generating a single view of the customer across the enterprise, and ensures that ServiceWare customers can continue to deliver relevant, accurate information to partners, customers, and employees.''

Additionally, the integration of ServiceWare's knowledge management technologies with Siebel 7 will allow Siebel Systems' customers to access up-to-date answers and decrease overall resolution times in their call centers. Users preferring to solve questions on their own over the Web will also benefit from improved online, self-service channels.

``The integration between Siebel 7 and the ServiceWare eService Suite delivers unmatched Call Center and eService functionality,'' said Catherine Cherubino, senior managing director, Software and Industry Alliances for Siebel Systems, Inc. ``The ServiceWare solution complements Siebel 7 by increasing the effectiveness of each transaction and providing a rapid response to inquiries via customer service representatives and online self-service users.''

About ServiceWare

ServiceWare is a leading provider of intelligent service applications that enable companies to win on service in their competitive markets. ServiceWare's eService Suite(TM) software empowers organizations to deliver superior service and support, while reducing expenses. Powered by MindSync(TM), 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, Northeast Utilities, Amgen, Stream International, QUALCOMM, Marconi and Sage Software. ServiceWare is the recipient of the prestigious CRM Excellence Award 2000, as well as the Software Support Professionals Association (SSPA) WebStar Service Award 2000. ServiceWare was also named one of the ``Top 100 Companies to Watch'' by KM World Magazine. Learn more today by visiting www.serviceware.com or call 800/572-5748.

About Siebel Systems

Siebel Systems, Inc. (Nasdaq:SEBL - news) is the world's leading provider of eBusiness applications software. Siebel Systems provides an integrated family of eBusiness applications software, enabling multichannel sales, marketing, and customer service systems to be deployed over the Web, call centers, field, reseller channels, retail, and dealer networks. Siebel Systems' sales and service facilities are located in more than 37 countries. For more information, please visit Siebel Systems' Web site at www.siebel.com.

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.

Note to Editors: Siebel is a trademark of Siebel Systems, Inc. and may be registered in certain jurisdictions. All other product and company names mentioned are the property of their respective owners and are mentioned for identification purposes only.

eService Suite and MindSync are trademarks of ServiceWare Technologies, Inc. All other trademarks are properties of their respective owners.




 
Editorial Contact:
Cadence Ricanati
Horn Group, Inc.
415.905.4025
cricanati@horngroup.com
 
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