TMCnet News
ServiceWare to Provide Knowledge-Powered Support to EADS TELECOM Customer Support Center PITTSBURGH, May 24 /PRNewswire-FirstCall/ -- ServiceWare Technologies Inc. (BULLETIN BOARD: SVCW) , a provider of knowledge-powered support solutions, today announced that it has won a contract to provide its knowledge-powered customer service and support application, ServiceWare Enterprise(TM), to EADS TELECOM's Customer Support Center. EADS TELECOM is a leading worldwide provider of enterprise telephony solutions, including secure information systems and networks based on key technologies such as telephony over IP, contact centers, systems management, directories and Web communication portals.Because of its large customer and employee base, and the introduction of new products into their reseller channel, EADS TELECOM needed to find a solution that could help them ramp up more quickly and streamline their service and support initiatives. They selected ServiceWare Enterprise for use by their internal support center agents who, in turn, support their field support engineers, customers and resellers. They also later plan to deploy ServiceWare Self-Service for their customers and resellers and ServiceWare Field Service to their field engineers. ServiceWare Enterprise will be integrated with Remedy, the company's call tracking system. "EADS TELECOM selected ServiceWare's solution for use in our customer support center because we needed a faster ramp up for our customer support engineers who handle remote support on our new product line," said Dana Call, vice president of customer service at EADS TELECOM. "Upon successful implementation and use, EADS TELECOM plans to open up the use of ServiceWare Enterprise to our installed base customers and resellers in early 2005." "Companies like EADS TELECOM, which support such a large number of customers and employees, need a tool that will help their agents get to the right answer as quickly and efficiently as possible," said Kent Heyman, president and CEO, ServiceWare. "We're pleased that EADS TELECOM has chosen ServiceWare as their knowledge management vendor, and look forward to a long and successful relationship with their team." About EADS in North America EADS and its commercial telecom division, referred to as Communication Information Networks (CIN), is a leading worldwide provider of enterprise telephony solutions, including secure information systems and networks based on key technologies such as telephony over IP, contact centers, systems management, directories and Web communication portals. EADS CIN is number 5 in Europe and number 2 in France in the enterprise telephony sector, with respectively 7% and 30% market share. EADS is a global IP telephony leader with an installed base of 100,000 IP licenses. CIN has a local presence in 18 countries mainly in Europe and the United States. EADS North America (the parent of EADS TELECOM North America, Inc), with 10 operating units and investments in 39 cities, offers a broad array of advanced solutions to its customers in the public safety and homeland security, commercial, aerospace and defense markets. EADS North America supports more than 100,000 North American jobs. EADS is a global leader in public safety, aerospace, defense and related services. The EADS Group includes Airbus and Eurocopter, is prime contractor for the Ariane launcher, develops the A400M and is the largest industrial partner for Galileo. For more information about EADS telecom solutions in North America, visit http://www.eadstelecom-na.com/ For more information about EADS North America, visit http://www.eadsnorthamerica.com/ or contact Diane Murphy at (202) 776-0988, or email: [email protected] About ServiceWare Technologies, Inc. ServiceWare Technologies, Inc. is a 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(R), 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 Raytheon Company, Countrywide Home Loans, EDS, H&R Block, 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. SmartMiner, ServiceWare Enterprise, ServiceWare Express, ServiceWare Self- Service, ServiceWare Agent, 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. Under the safe harbor provisions of the Private Securities Litigation Reform Act of 1995, 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 and the expected benefits of the use of ServiceWare's products are forward-looking statements. These forward- looking statements are not historical facts and are only estimates or predictions. Actual results may differ materially from those projected as a result of risks and uncertainties including, but not limited to, risks related to revenue expectations, ServiceWare's software strategy, fluctuations in customer demand, performance of outside distributors and resellers, 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, unforeseen expenses, ServiceWare's ability to attract and retain qualified personnel and to secure necessary financing for its operations and business development, and other market conditions and risks detailed from time to time in the company's Securities and Exchange Commission filings. Any forward-looking statements are based on information available to the company today and the company undertakes no obligation to update publicly any forward-looking statements, whether as a result of future events, new information, or otherwise. SERVICEWARE CONTACTS MEDIA RELATIONS: Jennifer Bielata ServiceWare Technologies, Inc. (412) 826 -1014 x1415 [email protected] INVESTOR RELATIONS: Cameron Associates Lester Rosenkrantz, Al Palombo (212) 245-8800 ServiceWare Technologies, Inc. CONTACT: Media Relations, Jennifer Bielata of ServiceWare Technologies,Inc., +1-412-826-1014, ext. 1415, or [email protected]; or InvestorRelations, Lester Rosenkrantz or Al Palombo, both of Cameron Associates,+1-212-245-8800 Web site: http://www.serviceware.com/http://www.eadstelecom-na.com/http://www.eadsnorthame rica.com/ |