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ServiceWare and Excell Global Services Join Forces to Raise the Bar on Customer Service and SupportLeading Customer Service Outsourcer Standardizes on ServiceWare’s eService SuiteOAKMONT, PA—November 13, 2000— ServiceWare Technologies, Inc. (Nasdaq: SVCW), a leading provider of Web-based enterprise service and support, and Excell Global Services, Inc., a leader in customer care and operator service outsourcing, today announced that Excell has chosen ServiceWare’s eService Suite to build its global customer support and knowledge management infrastructure. Excell will use ServiceWare’s integrated solutions to deliver fast and accurate answers to its global clients’ customers, as well as provide them with a self-service option over the Web, as part of its support center outsourcing business. Additionally, Excell will recommend ServiceWare’s eService Suite to clients that are looking to improve their in-house support organizations.Excell Global Services owns and operates global call centers that provide wholesale services to large enterprises in a broad range of industries. Additionally, Excell’s consulting services and training programs assist companies in improving existing in-house call center operations, or launching new in-house customer service centers. Excell is one of the largest call center outsourcing companies in the world, with nearly 20 operations centers supporting leading service organizations. A key need for Excell was a scalable eService solution that could cost-effectively handle a massive number of new customer inquiries. ServiceWare’s eService Suite will meet this need, giving Excell the ability to capture enterprise knowledge, solve customer problems, reuse solutions and share information throughout the extended enterprise. The seamless integration of eService Suite into Excell’s other CRM and escalation technologies will also enable Excell and its clients to create a complete customer service solution while preserving existing technology investments. “By implementing ServiceWare’s solutions, we tap a knowledge delivery mechanism that collectively saves users’ experiences and intuitively accumulates new knowledge with each interaction,” said John H. Sisniegas, knowledge system manager of Excell Global Services. “ServiceWare’s state-of-the-art technology will help us improve first-call resolution rates, response accuracy and new support agent training. Additionally, eService Suite increases our customer contact expertise.” “Market leaders that focus solely on customer service, like Excell Global Services, recognize that ServiceWare’s innovative solutions bridge the gap between the call center and the Internet,” said Mark Tapling, CEO of ServiceWare. “Our eService Suite provides service organizations with the solutions they need to decrease service center operating costs and strengthen relationships with customers, partners and employees.” About Excell Global Services, Inc. Excell Global Services is a leading worldwide facilitator of innovative customer experience management services for businesses across a spectrum of industries. Within its enterprise, Excell offers focused expertise in outsourced operations, consulting solutions, customized multimedia training, database management, and new system development and deployment. Founded in 1994, Excell has successfully integrated flexibility and responsiveness to customer-driven businesses by fusing together expert teleservice professionals, a fervent commitment to excellence and next-generation system infrastructures. Maintaining a keen focus on innovative, adaptable solutions has enabled the expansion of several operating companies across the globe. Excell Agent Services, Nordia, Excell Multimedia and Stellar provide outsourced customer interaction and operator services for telecom, energy, financial services, retail, healthcare and travel/leisure industries in the United States, Canada, Europe, and Australia. DirectoryNET provides electronic-based directory access, information and integration services to companies particularly focused on collections, credit verification, direct mail, fund raising and teleservice research. Why Learning Systems designs customized interactive multimedia training systems for a variety of industries worldwide. Excell is the recipient of numerous awards including Ernst & Young Entrepreneur of the Year (1999), Arthur Andersen Arizona 100 (2000) and was also named one of the “Top 50 Service Agencies for 2000” by Call Center Solutions Magazine, and one of the “Inc. 500” companies for 2000, by Inc. Magazine. For more information about Excell Global Services or its family of companies, call 888-359-6660, or visit the web at http://www.excellglobal.com 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™, ServiceWare’s eService Suite enables customers to build service destinations for eBusiness. RightAnswers.com, a Web-based knowledge portal, and component of eService Suite 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 4000 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. eService Suite, Cognitive Processor and RightAnswers.com 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, failure in customers’ widespread adoption and use of the ServiceWare products, 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 prospectus dated August 24, 2000, which is included as part of its Registration Statement on Form S-1, filed with the Securities and Exchange Commission. Editorial Contact: Dave Bolger The Horn Group 415.905.4045 dbolger@horngroup.com top of page |
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