PITTSBURGH, Nov. 25, 2003 - ServiceWare Technologies, Inc. (Company
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Studies), a leading provider of Web-based knowledge management solutions for customer service and support, today announced that the company has formed a strategic alliance with Control-F1 Corporation. Control-F1 is a leading eSupport software company, providing powerful live and automated remote support capabilities for the enterprise. ServiceWare has entered into a formal reseller agreement with Control-F1 to provide its customers and prospects with additional help desk technologies that can improve agent productivity and enhance customer service levels.
ServiceWare Enterprise, ServiceWare’s knowledge-powered support application, provides enterprise help desks with solutions that transform disparate sources of IT information into a shareable knowledge resource which can be easily integrated into existing systems, such as service management or call tracking applications. ServiceWare Enterprise includes problem resolution tools for help desk agents and Web self-service access for end-users.
ServiceWare’s agent and end-user applications complement Control-F1’s suite of eSupport capabilities. Control-F1’s CF1-LIVE! provides support agents with a suite of remote service capabilities, such as collaboration, diagnostic, support automation, and advanced repair capabilities, which enable support agents to solve problems remotely, without having to be onsite. CF1-LIVE! improves the speed at which support agents solve problems, therefore decreasing the resources required to service end users.
An April 2003 Gartner report entitled Help Desk and Consolidated Service Desk Systems and Software: Overview states, “With the growing complexity of problems associated with client/server-based networks, companies are finding a greater need not only for problem and knowledge management, but also for the management of the internal and external resources that affect their overall operations.” The report also cites, “Larger companies can benefit from the ‘self-service desk’ capabilities of some Web-enabled products. Support personnel would be able to resolve problems from any Web browser, while end users could log calls or access the knowledge base on their own, thus enabling them to get back to producing more quickly.”
Gartner continues, “Remote Control lets support analysts remotely access the end-user’s desktop so both the analyst and the end user are viewing the same screen at the same time. Therefore, technical support people no longer have to run from location to location to fix problems. Instead, they can see exactly what is happening at the caller’s desktop while in their own offices.”
“We’ve seen an increase in the demand for innovative technologies, including problem resolution and remote diagnostic applications, by enterprise help desks. By partnering with leading help desk vendors, such as Control-F1, we are able to provide a robust help desk offering to our customers,” states Kent Heyman, president and CEO of ServiceWare.
"We are excited to be working with ServiceWare, and we look forward to seeing the positive impact that CF1-LIVE! can deliver to help desk customers," says Geoff Thompson, CEO of Control-F1.
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™, 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.
About Control-F1
Control-F1 is a leading eSupport software company, providing powerful support solutions for the enterprise. CF1-LIVE! is used to deliver live and automated technical support remotely. Enterprise organizations use CF1-LIVE! to streamline their support operation for customers, partners, and employees. Cost reduction, improved corporate productivity, enhanced support operation efficiency, increased customer acquisition and retention, as well as greater revenue potential are the benefits of Control-F1's products and services. Control-F1's customers include AIG, Alberta Government, Blue Cross Blue Shield, Department of Health and Human Services (South Carolina), Gateway, Hummingbird, IBM, Indiana University, MetLife, Novell, Ricoh, Siemens, TELUS Communications, Unisys, Wipro and more. For more information, please visit www.control-f1.com.
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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.
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