ServiceWare Announces Additional External Document Searching Capabilities (email this article)

PITTSBURGH, Oct. 22 /PRNewswire-FirstCall/ -- ServiceWare Technologies (Company Profile, Past Stories, Case Studies), Inc. (OTC Bulletin Board: SVCW - News), a leading provider of knowledge-powered support solutions, today announced that the company has extended the capabilities of its document searching solution, SmartMiner(TM). SmartMiner now includes Verity's advanced search technology, K2 Developer. In addition, ServiceWare can now provide Verity's Gateways for Lotus Notes and ODBC (Open DataBase Connectivity) as add-on components. Verity's technology enables SmartMiner to provide additional search mechanisms to help users find information stored in existing knowledge repositories.

SmartMiner is a value-add component of ServiceWare Enterprise(TM), ServiceWare's comprehensive suite of knowledge-powered support solutions. ServiceWare Enterprise, in combination with Verity's K2 Developer software, provides customer support agents and end-users with robust search and retrieval tools to find fast, accurate and consistent answers. The suite also includes ServiceWare's patented self-learning search technology, the Cognitive Processor®. The Cognitive Processor searches and organizes knowledge within the ServiceWare structured knowledge base.

   Product Highlights:
    -- SmartMiner, using Verity K2 Developer, provides a seamless way to
       access data that resides in existing repositories and databases.
    -- Verity's technology enables SmartMiner to provide an additional search
       mechanism to help agents and end-users find information stored in
       existing knowledge repositories.
    -- Companies are able to benefit by significantly extending the value of
       their existing intellectual capital sources and technology
       investments.
    -- Verity's technology enables SmartMiner to simultaneously search
       external repositories and the company's proprietary knowledge base.
    -- Information retrieved from external repositories can easily be added
       to the ServiceWare knowledge base and made available for future
       searches using the Cognitive Processor.
    -- In addition to Lotus Notes, Verity K2 Developer and Verity Gateways
       also enable companies to search multiple repository types, including
       Microsoft Exchange, document management, sales force automation and
       ODBC databases.


"Many of our customers have made significant investments in existing knowledge repositories such as Lotus Notes, and large amounts of implicit knowledge are housed in corporate databases. With our alliance with Verity, ServiceWare reinforces its commitment to helping customers unlock the hidden value in their knowledge assets," states Kent Heyman, CEO of ServiceWare Technologies, Inc. "Mining the existing repositories combined with our unique learning capabilities, reduces the cost of deploying knowledge management while allowing customers to reap the tremendous ROI of improved service."

ServiceWare recently deployed SmartMiner for a Fortune 500 technology company that had multiple Lotus Notes repositories spread across multiple geographical locations with distributed organizational ownership. Search results from these local and remote Notes repositories, plus the results from the ServiceWare knowledge base, were combined so that users have a single, seamless view of the organization's knowledge assets.

According to Brian Bennett, vice president of channels at Verity, "We are very pleased to partner with ServiceWare to provide advanced search and Gateways to ServiceWare customers. We believe that Verity technologies complement the capabilities of ServiceWare's Cognitive Processor to fully maximize the information assets stored within the customer's service and support solutions."

For more information about ServiceWare's knowledge-powered support solutions and its SmartMiner search technology, visit http://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 software empowers organizations to deliver superior service while reducing support costs. Powered by ServiceWare's Cognitive Processor®, a patented self-learning search technology, ServiceWare Enterprise(TM) and ServiceWare Express(TM) enable businesses to develop and manage a repository of knowledge to effectively answer inquiries over the Web and in the call center. Leading organizations have implemented ServiceWare software including EDS, H&R Block, AT&T Wireless, Cingular Wireless, Fifth Third Bancorp, Green Mountain Energy, Reuters, and QUALCOMM. Learn more today by visiting www.serviceware.com or call 1.800.572.5748. Outside North America, call our international office at +(44) 01280.82.6345.

SmartMiner, ServiceWare Enterprise, ServiceWare Express, ServiceWare Self-Service, ServiceWare Professional, ServiceWare Architect, ServiceWare Administrator, ServiceWare Knowledge Portal and Cognitive Processor 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 revenue expectations, ServiceWare's software strategy, fluctuations in customer demand, use of the Web as a delivery vehicle for customer support solutions, risks resulting from new product introductions, integration of acquired products with current offerings, 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 and to secure necessary financing for its operations and business development. Risk factors are described in more detail in ServiceWare's filings with the Securities and Exchange Commission.