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Wonderware Selects ServiceWare to Enhance Quality of Customer Service and Leverage Complex Internal KnowledgeServiceWare's Intelligent Search Technology Leads IndustryOAKMONT, Pa.--Oct. 2, 2001--ServiceWare Technologies, Inc. (Nasdaq:SVCW - news), a leading provider of enterprise solutions for service and support, today announced that Wonderware Corporation has selected ServiceWare's eService Suite(TM) to enhance the quality of its customer service and to truly leverage and protect the organization's intellectual capital. eService Suite will enable Wonderware's support team to deliver fast, accurate answers to its customers' highly technical questions and provide an effective self-service option for customers and distributors looking for knowledge online.Wonderware's industrial automation software enables customers to develop and implement entire plant floor production systems. The company maintains a highly skilled, global technical services department to help customers create and run these applications. Wonderware selected eService Suite to effectively manage and expand the knowledge required for this massive support program so that hundreds of thousands of customers worldwide will be able to access critical information through self-service channels. At the core of ServiceWare's solution is MindSync(TM), a patented self-learning engine that uses neural net technology to rank and disseminate answers based on the collective experience of everyone who has previously interacted with the software. ``We found that ServiceWare has the only true self-learning technology that allows our knowledge base to grow with each experience and is still extremely easy to use,'' said Rich Carlsen, senior staff systems engineer. ``With ServiceWare we are confident that whether our customers access information on the Web or work with one of our support engineers, they are guaranteed to receive up-to-date, relevant, consistent answers to their complex service inquiries.'' In addition, ServiceWare's eService Suite captures and preserves the knowledge of each engineer enabling Wonderware to protect and retain its intellectual property and reduce training cycles. Knowledge sharing between engineers also results in faster, more accurate customer service. ``As Wonderware strives to deliver the highest level of service to its customers and employees, ServiceWare can minimize the burden of knowledge management and acquisition by providing intelligent easy-to-use tools for support engineers,'' said Kent Heyman, president and CEO of ServiceWare. ``Moreover, providing an efficient and effective self-service option empowers customers to solve problems over the Web, freeing up support engineers for more severe technical issues.'' About Wonderware Wonderware Corporation is an independent operating unit of the Invensys Software Systems (ISS) Division of Invensys plc. The company is the world's leading supplier of industrial automation software. Founded in 1987, Wonderware pioneered the use of Microsoft Windows-based, human-machine-interface (HMI) automation software for manufacturing operation systems. Today, Wonderware's mission is to provide integrated software suites that drive the customer's strategic, planning and operational decision-making based on real-time plant floor information. Recent corporate and product acquisitions have broadened Wonderware's market coverage to range from ``sensor to supply chain.'' In addition to its HMI and manufacturing execution systems (MES) products, Wonderware offers leading enterprise asset management (EAM) solutions as well as strategic consulting services. Wonderware is based in Irvine, Calif., and has regional sales and development offices throughout North America, Europe, Latin America and Asia to provide support to its network of more than 160 independent distributor offices. Wonderware has more than 180,000 successful software installations in more than 25,000 plants worldwide. For more information, visit the Wonderware home page at: www.wonderware.com. 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. Note to Editors: eService Suite and MindSync 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 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. Editorial Contact: Cadence Ricanati Horn Group, Inc. 415.905.4025 cricanati@horngroup.com top of page |
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