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Green Mountain Energy Company Selects ServiceWare Technologies, Inc. to Enhance Customer CareServiceWare’s eService Suite to Improve Agent Efficiency and Enable Web Self-ServiceEDISON, NJ – October 29, 2002 – ServiceWare Technologies, Inc. (NASDAQ: SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, today announced that Green Mountain Energy Company, the nation’s largest and fastest growing retail provider of cleaner electricity, has selected its eService Suite™ solution to enhance customer service, improve call center efficiency and to maintain the world-class customer care it strives to provide its customers. A tenet of Green Mountain Energy Company’s culture is excellent customer service — a philosophy that prompted the company to investigate knowledge-based customer care solutions. Green Mountain Energy Company selected ServiceWare’s eService Suite, including eService Professional™ for their call center agents and eService Site™ for Web self-service. The key drivers behind the selection of ServiceWare included the company’s patented self-learning, self-organizing search technology, MindSync™, which can create associations between information in the knowledge base and recommend resolutions based upon historical use. This technology is designed to greatly improve the efficiency of the call center agents by expediting the search process and quickly providing solutions to customers’ questions. ServiceWare’s solution was also chosen because it encourages the agents to proactively contribute new knowledge to the system. “With ServiceWare’s solution we hope to continue improvement in our call center metrics, including first call resolution, call handle time and talk time,” said Agnes Barard, vice president of customer care for Green Mountain Energy Company. “In addition to improved call center efficiency, we are looking forward to rolling out Web self-service to our customers. By empowering our customers and our agents with the right tools to answer their energy questions, we continue to demonstrate our commitment to world class customer care.” Green Mountain Energy Company also selected ServiceWare for its commitment to excellent customer service and satisfaction. “ServiceWare and Green Mountain Energy Company share the same goal of providing customers with the best possible customer care. We are extremely impressed with ServiceWare’s dedication to its customer base and its quality of customer support,” stated Barard. “This synergy provides a strong foundation for our customer-vendor relationship and will benefit both organizations as we work together to roll-out ServiceWare’s solutions in our call center.” About Green Mountain Energy Company Green Mountain Energy Company (www.greenmountain.com) provides electricity service generated from sources including wind, solar, water, geothermal, biomass, and natural gas. More than half a million customers in California, Connecticut, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Texas have chosen Green Mountain Energy electricity — electricity that is dramatically cleaner than typical system power in those states. The Austin, Texas-based company was founded five years ago with a mission to “change the way power is made.” About ServiceWare ServiceWare is a leading provider of Web-based knowledge management solutions for customer service and support. ServiceWare's eService Suite™ software empowers organizations to deliver superior service, while reducing support costs. Powered by MindSync™, 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, AT&T Wireless, Cingular Wireless, Northeast Utilities, Reuters, Stream International, and QUALCOMM. Learn more today by visiting www.serviceware.com or call 1.800.572.5748. 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, 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. Risk factors are described in more detail in ServiceWare's filings with the Securities and Exchange Commission. Editorial Contact: Jessica Jordan ServiceWare Technologies (412) 826 –1014 x 1413 jjordan@serviceware.com top of page |
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