ServiceWare Joins Consortium for Service Innovation (email this article)

PITTSBURGH, Nov. 20 /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 it has joined the Consortium for Service Innovation, a national, non-profit alliance of customer service organizations that are working together to solve industry-wide challenges.

The Consortium's goal is to develop new strategies, models and standards that advance customer service and interaction. This goal is driven by the organization's Knowledge-Centered Support(SM) model, a knowledge management strategy that defines a set of principles and practices to help companies improve customer service, gain operational efficiencies and increase the organization's value to their company. ServiceWare's knowledge-powered support methodology, which keeps the customer at the center of the support process, aligns with the Consortium's principles and practices.

Consortium members share their collective experiences to help advance the organization's goals of developing successful business models, standards and guidelines. The Consortium produces white papers, business frameworks, specifications, implementation guides and best practices based on knowledge gained from member implementations.

CSI is also aligned with the Help Desk Institute (HDI). The two organizations recently held a member summit in conjunction with HDI's New Orleans show. ServiceWare was a sponsor of the summit.

"As a provider of Knowledge-Powered Support, ServiceWare's goals are very much in line with those of the Consortium," said Kent Heyman, ServiceWare president and CEO. "Together with other Consortium members, ServiceWare is dedicated to developing solutions that support the organization's customer- centric approach to knowledge management, while helping companies increase agent productivity, drive costs down, and achieve rapid ROI."

"We are thrilled to have ServiceWare as a member of the Consortium and look forward to their participation to advance the work we are doing," said Greg Oxton, executive director of the Consortium. "Working with companies like ServiceWare helps us meet our goals by leveraging the knowledge of professionals who have a solid history of experience in the industry."

For more information about the Consortium, please visit www.serviceinnovation.org .

About ServiceWare Technologies, Inc.

ServiceWare Technologies, Inc. is a leading provider of knowledge-powered applications for customer service and IT support. ServiceWare empowers organizations to deliver superior service while reducing costs. ServiceWare's problem resolution software, ServiceWare Enterprise(TM), enables agents and end-users to quickly find accurate and consistent answers to even the most complex problems -- in the call center, help desk or via Web self-service. ServiceWare's patented self-learning and -organizing search technology, the Cognitive Processor®, adapts based on usage. Its easy-to-use knowledge management tools allow agents to access both structured and unstructured knowledge sources and contribute new solutions in the workflow, ensuring a robust knowledge base solution.

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.

Knowledge-Centered Support is a service mark of the Consortium for Service Innovation.

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.