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EDS and ServiceWare Form Strategic Relationship to Bring Exceptional Customer Care to the WebWeb-Based Customer Service Suite Enhances EDS' New Digital CRM SolutionsPLANO, Texas, Oct. 3 -- EDS (NYSE: EDS - news) today announced the company has entered into an alliance with ServiceWare Technologies, Inc. (Nasdaq: SVCW - news), a leading provider of Web-based solutions for enterprise service and support, to integrate ServiceWare's eService Suite(TM) with EDS' new digital Customer Relationship Management (CRM) solutions.The alliance is part of a sweeping series of EDS announcements outlining the company's digital CRM solutions. ServiceWare's eService Suite, an integrated software and content solution, helps companies decrease costs and improve customer satisfaction by off- loading call center inquiries to Web self-service, and providing support personnel with immediate access to answers for escalated inquiries. According to IDC forecasts, the customer service and call center application software market will grow from $1.3 billion in 1999 to $4.6 billion in 2004, representing a compounded annual growth rate of more than 28%. ``A complete e-commerce strategy must include superior customer care because service is fast becoming a critical differentiator in the highly competitive e-tail and retail industries,'' said John McCain, president, EDS E.solutions. ``ServiceWare's Web-based service and support solution integrates well with other major CRM solutions and escalation technologies including email, chat and live voice to provide a complete solution. With eService Suite, a business is assured that its customers will be highly satisfied, and customer care agents can quickly and easily resolve inquiries.'' ServiceWare's eService Suite features extensive functionality so that companies can provide personalized and automated e-service tailored to the needs of their customers, partners and employees. Based on ServiceWare's patented Cognitive Processor(TM), a statistical engine that learns with each interaction, eService Suite enables companies to organize and reuse knowledge to deliver consistent, fast and accurate responses. A self-service application allows customers to get answers to their questions at any time over the Web through an intuitive interface that queries the company's knowledge base. Additionally, customers can easily escalate inquires to a support professional when human intervention is needed, ensuring the quality and speed of responses. ``Customers are now in a position to select a business based on the degree of online service they receive, which means that the selection and implementation of service and support solutions are crucial to a company's success. EDS' market-leading consulting and integration expertise, combined with the openness of our solutions, will help customers maximize the potential of e-service while complimenting their overall e-business strategy,'' said Roberto Aguas, vice president of product management and strategy of ServiceWare. ``Additionally, by providing reliable, high-quality service, our solutions increase the likelihood that a business' customers will complete e-business transactions and that the enterprise will be able to attract and retain its customers.'' 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(TM), ServiceWare's eService Suite(TM) 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 4,000 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 http://www.serviceware.com or call 800-572-5748. About EDS EDS is a recognized global leader in providing E-business and information technology services to 9,000 business and government clients in about 55 countries around the world. Having founded the IT services industry more than 35 years ago, EDS delivers high value management consulting, electronic business solutions, business process management, and systems and technology expertise to help clients simplify complexity and achieve superior value in the digital economy. The company brings deep industry practice knowledge to solve challenges in a wide variety of industries, including communications, energy and chemicals, financial services, government, healthcare, products and retailing, and travel and transportation. EDS reported revenues of $18.5 billion in 1999. The company's stock is traded on the New York Stock Exchange and the London Stock Exchange. To find out more about the EDS vision, visit EDS via the Internet at http://www.eds.com. Editorial Contact: Jennifer Donovan The Horn Group 415-905-4029 jdonovan@horngroup.com top of page |
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