Astea's PowerHelp delivers instant support for Windows 95 with ServiceWare's Knowledge-Pak; The Windows 95 Knowledge-Pak PowerHelp's case-based reasoning enables help desk staffers to serve as Windows 95 experts.BEDFORD, Mass.--(BUSINESS WIRE)--Sept. 5, 1995 Astea International (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :ATEA), a leader in the customer interaction software industry, today announced the availability of the Windows 95 Knowledge-Pak for its popular Windows-based PowerHelp help desk software. This enables help desk operators to immediately begin supporting the initial wave of Windows 95 adoptees. The availability of Windows 95 Knowledge-Pak expands Astea's relationship with ServiceWare Inc., the producers of software modules that provide a rich database -- or "knowledge base" -- of solutions to technical questions for help desk professionals. "Together, PowerHelp and the Windows 95 Knowledge-Pak enable help desk professionals to immediately and effectively support Windows 95 end user environments," according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Astea President and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. Zack B. Bergreen. "This timely capability -- coupled with PowerHelp's new 32-bit support and Windows 95 compatibility -- make PowerHelp an unparalleled Windows 95 support solution," he concluded. According to Jeff Pepper, president and CEO of ServiceWare Inc., "Astea International is the market leader in customer interaction software and is a key partner whom we count on to bring ServiceWare's Knowledge-Paks to market." He continues, "Astea's unique case-based reasoning An AI problem solving technique that catalogs experience into "cases" and matches the current problem to the experience. Such systems are easier to maintain than rule-based expert systems, because changes require adding new cases without the complexity of adding new rules. system gives help desk professionals unsurpassed ability to very rapidly diagnose and resolve problems." PowerHelp is a scaleable, client/server help desk automation system that enables help desk professionals to capture, analyze, route, and resolve customer calls in diverse help desk and external customer support environments. Astea's CASE-1, which is fully integrated with PowerHelp, employs adaptive learning (algorithm) adaptive learning - (Or "Hebbian learning") Learning where a system programs itself by adjusting weights or strengths until it produces the desired output. so that prior experiences can be retrieved and adapted into solutions. As a result, the system continually "learns" new solutions and becomes increasingly more "intelligent." Together, PowerHelp/CASE-1 and the Windows 95 Knowledge-Pak give help desk professionals a unique information retrieval information retrieval Recovery of information, especially in a database stored in a computer. Two main approaches are matching words in the query against the database index (keyword searching) and traversing the database using hypertext or hypermedia links. architecture that grows through use. The system enables prompt, accurate responses both to the general usage inquiries common in the migration to a next-generation operating system and to the problems specific to their individual customer environments. PowerHelp can be used in all major business systems and network operating systems environments including Windows, Windows 95, Windows for Workgroups A version of Windows 3.1 introduced in 1992 that added peer-to-peer networking. See Windows. (operating system) Windows for Workgroups - (WFW, WFWG) A version of Windows 3.1 which works with a network. Although stand-alone 3. , Windows NT, and Windows for OS/2. It supports any server platform on which the available RDBMS (Relational DataBase Management System) See relational database and DBMS. RDBMS - relational database is enabled, such as UNIX UNIX Operating system for digital computers, developed by Ken Thompson of Bell Laboratories in 1969. It was initially designed for a single user (the name was a pun on the earlier operating system Multics). and NT environments. It is database independent, supporting Sybase, Oracle, Informix, Microsoft SQL Server A relational DBMS from Microsoft that is a major component of the Windows Server System. It is Microsoft's high-end client/server database and is closely integrated with Microsoft Visual Studio and the Microsoft Office System. and WATCOM. ServiceWare Inc.'s Knowledge-Paks ServiceWare's Knowledge-Paks are complete ready-to-use knowledge bases for the help desk used by first-level help desk analysts and end users to solve problems quickly and easily. The Windows 95 Knowledge-Pak is one in a full line of knowledge bases produced by ServiceWare that operate in the PowerHelp host environment. Other Knowledge-Paks titles include: Microsoft Windows 3.1, Word, Excel, Mail, PowerPoint, Access and the Microsoft Integrated Office Suite; Lotus 123, Notes, and cc:Mail; IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) OS/2; Novell Netware; WordPerfect for DOS and Windows; and PC System Diagnostic. These "pre-packaged" knowledge bases offer consistently correct help desk answers, resulting in fewer escalations to second-level support and lower overall support costs. ServiceWare also builds Custom Knowledge-Paks, customized knowledge delivery solutions for help desk and customer service organizations. In addition, ServiceWare's On-line Documentations consulting services help organizations put their support documentation on-line, making valuable information readily accessible from every desktop. Pricing and Availability Those interested in previewing the Windows 95 Knowledge-Pak can order a free demo disk from ServiceWare by calling (800) KPAKS-4-U. For detailed pricing information, please contact ServiceWare or any Authorized Knowledge-Pak Reseller. Knowledge-Paks are also available directly from Astea. A ten-seat license for a Knowledge-Pak is $10,000 with incremental discounts available for larger sites. PowerHelp is priced at $7,000 for a three-seat license and $15,400 for a ten-seat license with incremental discounts available for larger sites. Astea International Astea International Inc. develops, markets, and supports client/server based customer interaction software. Its products enable organizations of all sizes across a range of industries to automate and streamline their customer support, field services, and sales automation operations. Astea's customers include such leading companies as AT&T Global Information Systems and Network Wireless Business Systems Units; Motorola, Inc.; Northern Telecom Inc.; Ricoh Corporation; Savin savin a neurotoxic war gas similar to organophosphorus insecticides but considerably more toxic, as demonstrated in the Tokyo subway massacre in 1995. Corporation; Allen-Bradley, and E.I. du Pont de Nemours Du Pont de Ne·mours , Pierre Samuel 1739-1817. French-born economist and politician who took part in negotiations after the American Revolution (1783) and in the acquisition of the Louisiana Territory (1803). & Co. ServiceWare Inc. ServiceWare is the world's leading provider of on-line knowledge to the support community. Founded in 1991, ServiceWare has helped hundreds of companies benefit from leading-edge computer technologies through its knowledge-based products and consulting services. CONTACT: Maureen MacGregor Sarah Sherman Astea International Neva Group (617) 275-5440 (617) 441-4000 x 226 |
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