SERVICEWARE AND VERITY PROVIDE 'UNIVERSAL SEARCH' CAPABILITIES FOR
Comprehensive, Responsive Customer Support
OAKMONT, Pa., Oct. 7 /PRNewswire/ -- Finding answers to customer
support questions is easier than ever with new "Universal Search"
capabilities offered through an integrated solution from ServiceWare
Inc. and Verity, Inc. (Nasdaq: VRTY). The Universal Search offering
integrates ServiceWare's Knowledge-Pak Viewer(TM) knowledge access
software and Verity's Information Server knowledge retrieval solution
-- enabling customer support representatives to view and import
solutions from multiple formats easily, including call logs, HTML
documents, databases, and other electronic sources.
"The new Universal Search feature enhances an already powerful solution
that ServiceWare and Verity have been offering for more than a year,"
said Ronald Weissman, vice president of strategy, corporate development
and corporate marketing for Verity, Inc. "We have already seen how
much our customers value a combined, full-function knowledge delivery
application. Now, with Universal Search, support analysts and customers
can find answers even more quickly, from many more sources than had
been available previously, thereby improving both productivity and
responsiveness to customer questions. This is in keeping with Verity's
mission, which is to make it as easy as possible to retrieve and manage
information."
Knowledge-Pak Viewer uses a standard HTML browser for easy access to
multiple content sources, indexed by Verity's Information Server, which
provides sophisticated indexing and searching for a wide range of
content types.
"The combined solution -- Knowledge-Pak Viewer and Verity Information
Server -- has been in place for more than a year and is already
delivering value at nearly 100 customer sites," noted Suzy Nicastro,
senior vice president of marketing for ServiceWare. "By enhancing the
solution with Universal Search, we can now ensure that our joint
customers will be even more productive in delivering support solutions
to their customers."
ServiceWare anticipates that the Universal Search option will be
generally available within the next 90 days.
About ServiceWare Inc. -- Right Answers Right Now(SM)
ServiceWare offers innovative software, content and services that
help companies answer questions from customers and employees. As the
industry's most experienced leader, ServiceWare is the only company
that provides a comprehensive, knowledge-based support solution for
delivering the Right Answers Right Now(SM).
More than 3,500 organizations, including Microsoft, Compaq Computer,
EDS, MCI Worldcom, and Nestle, among others, use ServiceWare's
solutions to answer questions from employees and customers while
providing online support, improving help desk productivity, and
enhancing customer satisfaction.
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