QUALCOMM Implements ServiceWare for Enterprise-Wide Service and Support;
RELATED SYMBOLS: (QCOM)(SVCW)
PRINCETON, N.J., Mar 11, 2002 (BUSINESS WIRE) -- ServiceWare Technologies, Inc.
(Nasdaq:SVCW), a leading provider of enterprise knowledge management solutions,
today announced that QUALCOMM Incorporated's (Nasdaq:QCOM) implementation of
eService Suite(TM) has created a knowledge management foundation for the entire
enterprise to provide intelligent service to employees and customers. Using
ServiceWare's eService Suite, support analysts at QUALCOMM's central support
helpdesk in San Diego, CA, are able to provide comprehensive IT support services
to more than 6,500 global QUALCOMM employees around the clock.
QUALCOMM Incorporated (www.qualcomm.com) is a leader in developing and
delivering innovative digital wireless communications products and services
based on the company's Code Division Multiple Access (CDMA) digital technology.
QUALCOMM's knowledge infrastructure is currently used for complex
troubleshooting at the computer support helpdesk, SOP reference in the computer
accounts administration department and FAQ resolution for Corporate Procurement.
Using eService Suite, QUALCOMM's IT Customer Service department will be able to
develop and manage a central repository of knowledge of technical information,
and easily disseminate that knowledge for immediate problem resolution.
"ServiceWare's eService Suite has the capability to strengthen the efficiency of
our help-desk, and to provide timely and efficient service enterprise-wide as
well," said Mark Sievers, senior manager, IT, QUALCOMM. "We have particularly
benefited from ServiceWare's MindSync(TM) technology, a powerful search
capability that enables support analysts to ask questions using natural language
then receive a relevant response based on prior experience."
"QUALCOMM has turned to knowledge management to improve the creation,
dissemination and application of knowledge throughout the enterprise," said Kent
Heyman, CEO of ServiceWare. "eService Suite has created an incredible
opportunity for leading organizations like QUALCOMM to bridge the gap between
their customer support centers and the rest of the organization that can also
benefit from and contribute to company knowledge."
About ServiceWare Technologies
ServiceWare is a leading provider of enterprise knowledge management solutions.
ServiceWare's Web-based eService Suite software empowers organizations to
deliver superior service, while reducing support costs. Powered by MindSync, a
patented self-learning search technology, eService Suite enables businesses to
develop and manage a repository of knowledge to effectively answer inquiries
over the Web and in the call center. More than 200 leading organizations have
implemented ServiceWare software including H&R Block, Northeast Utilities,
Amgen, Stream International, QUALCOMM, Marconi and Reuters. Learn more today by
visiting www.serviceware.com or call 1.800.572.5748.
eService Suite and MindSync 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 ServiceWare's eService software strategy,
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.
CONTACT: ServiceWare Technologies
Media Contact
Jessica Jordan, 412/826-1014 x 1413
jjordan@serviceware.com
Investor Contact
Chuck Rudisill, 412/826-1014 x 1439
ir@serviceware.com |
