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ServiceWare and Help Desk Institute Partner to Deliver Trusted SolutionsRightAnswers.com to be Available Through HDI’s Online Super StoreOAKMONT, PA – December 19, 2000 – ServiceWare Technologies, Inc. (Nasdaq: SVCW), a leading provider of Web-based solutions for enterprise service and support, today announced that RightAnswers.com, the company’s Web-based knowledge portal, will be available to members of Help Desk Institute (HDI) as a stand-alone offering on HDI’s online store, SupportSuperStore.com ( http://www.supportsuperstore.com ). HDI members who subscribe to RightAnswers.com will have direct access to ServiceWare’s Knowledge Channels, which provide technical support knowledge from leading technology companies including Microsoft, Novell and Lotus. RightAnswers.com serves as a leading single source for fast, accurate IT solutions, offering hundreds of thousands of trusted problem/solution pairs verified for accuracy by ServiceWare’s own team of knowledge engineers.Help Desk Institute (www.helpdeskinst.com) leads the advancement of the customer support profession worldwide. It is a member-centric organization, focusing on the needs of internal and external support organizations and the vendors who support them. HDI's mission is to set the standards, establish certification and training programs, provide access to industry resources, and to encourage member collaboration. HDI provides targeted information about the technologies, tools, and trends of the help desk and customer support industry, as well as customized training and certification programs for both the individual and site support organization. The availability of RightAnswers.com through HDI’s online store is the latest example of the types of industry-leading tools and solutions that HDI provides to its members. “Help Desk Institute is helping to define the future of the customer support industry while providing its members with the resources needed to move their support capabilities to the next level,” said Rick Joslin, vice president of RightAnswers.com. “This mirrors ServiceWare’s mission for delivering eService solutions to our customers, and we are proud that HDI has identified RightAnswers.com as an important and trusted IT resource for its members.” RightAnswers.com allows end users to ask questions in simple, natural language, immediately delivering proven solutions to IT-related inquiries. The intuitive interface abridges searches for all selected ServiceWare Knowledge Channels, and returns a single list of answers based on the order of relevance. “We are delighted to offer RightAnswers.com in our Support SuperStore,” said Ron Muns at Help Desk Institute. “The vast breadth of technical solutions available through the knowledge portal will be a tremendous asset for our members, and furthers our goal of providing information and access to the latest innovations in customer support.” 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, 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 software 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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