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Concord EFS Selects ServiceWare to Further Enhance Client CareConcord’s Detailed Product Evaluation Determines ServiceWare’s eService Suite the Clear Winner for Web-based Service and SupportOAKMONT, PA – December 18, 2000 – ServiceWare Technologies, Inc. (Nasdaq: SVCW), a leading provider of Web-based solutions for enterprise service and support, today announced that Concord EFS, Inc. (Nasdaq: CEFT), a leading electronic commerce processor will deploy ServiceWare’s eService Suite 3.0 as an integral part of its client care strategy. eService Suite will enable Concord to increase support analyst productivity, improve customer satisfaction, and create a dynamic knowledge base to collect and disseminate product information. After rigorous testing of several eService solutions, Concord concluded that ServiceWare’s eService Suite is the superior choice for meeting its customer care objectives.Concord acquires, routes, and settles all types of non-cash payment transactions from virtually any source, whether in-store, at cash machines, or via the Internet. Concord’s goal is to improve first call resolution rates and provide customers with consistently accurate information, regardless of the tenure of the client care professionals (CCP). ServiceWare’s eService Suite captures and prioritizes knowledge for the CCP during each service inquiry, enabling Concord to cut average call length and eliminate various written materials as they shift to a paperless office. In addition to augmenting external support, ServiceWare’s self-learning technology will be available internally to provide general account support. “ServiceWare’s Cognitive Processor technology will enable us to build knowledge intelligently and give CCP’s immediate access to the dynamic content they need to better service our customers,” said Andre’ Blythe, Chief Service Officer at Concord EFS. “In addition, the intuitive design and flexibility of eService Suite meets the needs of our help desk personnel that support various product lines.” Concord’s dedication to its client care strategy mandated that it conduct a detailed product evaluation before selecting a service and support solution. Concord narrowed its selection down to ServiceWare and one other vendor and used various test-case scenarios for point-of-sale and ATM equipment to analyze speed, consistency, and accuracy. In addition, Concord called both ServiceWare’s and its competitor’s own help desks to determine how well future problems would be resolved by each vendor using its own product. After visiting several customer reference sites to get feedback and interview current users, Concord’s selection committee unanimously chose ServiceWare’s eService Suite. “We are pleased Concord selected us as their partner for improving client care based on their extensive competitive evaluation that rendered ServiceWare’s eService Suite the leading e-service and support application,” said Mark Tapling, president and CEO of ServiceWare. “ServiceWare’s eService Suite clearly meets Concord’s objectives of providing a Web-based technology that will lower costs, improve analyst productivity, and deliver superior customer service to its valued clients.” About Concord Concord is a vertically-integrated electronic transaction processor, providing transaction authorization, data capture, settlement and funds transfer services to financial institutions, supermarkets, petroleum retailers, convenience stores, and other independent retailers. Concord's primary activities include providing credit, debit, check authorization, and electronic benefits transfer (EBT) processing services to selected retail segments; and providing gateway processing, ATM driving and MAC® network access to the financial services industry. Concord also provides electronic payment and payroll services to trucking companies, truck stops and other businesses. Concord news releases, links to SEC filings, and other information are available on its corporate web site at www.concordefs.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 filings 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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