[March 3, 2003]

ServiceWare Launches ServiceWare Enterprise 5.0

ServiceWare Technologies introduced ServiceWare Enterprise version 5.0. Previously named eService Suite, ServiceWare�s solution is a complete set of browser-based applications designed to enable global enterprises to effectively utilize corporate knowledge to improve customer satisfaction, enhance service quality and reduce operating costs.

ServiceWare Enterprise 5.0, powered by the company�s proprietary patented self-learning and self-organizing knowledge engine, the Cognitive Processor (formerly MindSync), includes four main components, ServiceWare Self-Service, ServiceWare Professional, ServiceWare Architect and ServiceWare Administrator. Highlights of this release include the 100% J2EE compliant architecture, easy-to-use Graphical User Interfaces, drag-and-drop knowledge creation tools, robust quality assurance and workflow tools, system-wide knowledge personalization tools and knowledge segmentation functionality.

Knowledge Segmentation
ServiceWare Enterprise 5.0 includes comprehensive knowledge segmentation capabilities that enable companies to establish and personalize edit and view privileges based on specific user profiles. Knowledge Segmentation is particularly useful for organizations that support multiple audiences, including call center and help desk outsourcers, global multi-language contact centers, and organizations supporting multiple products or service levels.

�Version 5.0 is a culmination of years of input from our customer base and countless hours of research and development by our top-notch development organization. A key component of this release is our enterprise knowledge authoring and segmentation functionality. Whether an organization is a large global enterprise or a call center outsourcer, the need to create and maintain knowledge by department, internal and external audience, language, community or any combination thereof is critical,� states Scott Schwartzman, COO for ServiceWare. �The functionality in version 5.0 simplifies the complex task of authoring and segmentation, and makes knowledge creation and maintenance a seamless process.�

�Service strategies that include knowledge-bases, accessible to both agents and customers across all deployed points of interaction, can optimize cost of service and increase customer satisfaction by providing a more consistent customer experience,� stated Tim Hickernell, Senior Program Director at META Group. �By 2004, companies seeking customer service superiority will add cross-channel knowledge-bases and escalation capabilities.�

Robust Knowledge Tools
ServiceWare Enterprise 5.0 includes a comprehensive set of knowledge tools, including ServiceWare Architect and ServiceWare Administrator. Architect includes drag-and-drop knowledge creation tools to easily add information to the knowledge base, robust quality assurance and workflow tools to ensure a high-quality knowledge base, and robust reporting capabilities to measure the effectiveness of the knowledge base. ServiceWare Administrator provides system-wide knowledge personalization tools, including user profile, permissions and configuration controls.

Contact Center and Web Self-Service Solution
ServiceWare Self-Service is the Web self-help component that includes SmartClix dynamic FAQs, intelligent adaptable searching of the knowledge base through the Cognitive Processor, and escalation channels, including e-mail and chat, which are seamlessly integrated with the agent-facing solution, ServiceWare Professional. ServiceWare Professional is a complete contact center agent workstation that includes a visual queue of interactions through ServiceWare�s case management tool and multiple communication channels. ServiceWare Professional also allows agents to instantly search or navigate structured knowledge within the ServiceWare knowledge base and unstructured information from external sources using ServiceWare�s SmartMiner 2.0. Professional also allows agents to easily add new knowledge to the knowledge base through a simple contribution form within the browser-based Graphical User Interface (GUI).

The ServiceWare Field Service solution, an add-on component of ServiceWare Enterprise, is designed for field service representatives and other remote personnel looking to access customer service and support knowledge using ServiceWare�s offline application and/or a wireless device. The ServiceWare Field Service offline version is self-contained on a CD and does not require any software to be installed on the client. ServiceWare�s wireless application supports Palm OS, Windows CE and Blackberry operating platforms and does not require any software on the PDA other than a Web browser.

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