C3i, Inc. Selects ServiceWare to Provide Knowledge Management Capabilities for Major Pharmaceutical Clients.Business Editors/High-Tech Writers EDISON, N.J.--(BUSINESS WIRE)--Jan. 7, 2003 C3i Embeds ServiceWare's eService Suite(TM) Technology in Siebel Field Service for Improved Knowledge Management ServiceWare Technologies, Inc. (Nasdaq:SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, today announced that C3i has selected ServiceWare's eService Suite solution to knowledge-enable its help desk services for major pharmaceutical clients. Headquartered in New York New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of , NY, C3i is the leading provider of customer management solutions to the life sciences industry. C3i is devoted to helping companies realize the potential of their investment in customer relationship management. Focusing on the full CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. solution, C3i provides customized business consulting, Siebel ePharma system implementation, training, end-user help desk, hardware services, asset management, applications administration and data production. With the addition of ServiceWare's eService Suite, C3i expects to enhance its ability to provide superior service through consistent, repeatable knowledge management. C3i initially selected ServiceWare's eService Suite to enhance a marquee client's help desk support services support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services . The key driver behind the selection of ServiceWare included the company's patented self-learning, self-organizing search technology, MindSync(TM). C3i has chosen to embed em·bed also im·bed v. em·bed·ded, em·bed·ding, em·beds v.tr. 1. To fix firmly in a surrounding mass: embed a post in concrete; fossils embedded in shale. ServiceWare's technology directly into its Siebel Field Service user interface to add knowledge management functionality and improve the integration of clients' customized procedures with help desk resolutions. C3i has already seen business benefits from the pilot and plans to rollout the ServiceWare solution to other account teams beginning in January of 2003. "ServiceWare is fully integrated with our Siebel Field Service system and is the foundation of knowledge management at C3i. The end result of this combined Siebel and ServiceWare solution is faster cycle times, more consistent solution delivery for our customers and higher productivity for our staff," said Chuck Haven, Senior Vice President and General Manager of C3i's Major Accounts business unit. "C3i is recognized as one of the leading CRM services providers in North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. for their integrated, end-to-end solutions (jargon) end-to-end solution - (E2ES) A term that suggests that the supplier of an application program or system will provide all the hardware and/or software components and resouces to meet the customer's requirement and no other supplier need be involved. Compare: turn-key solution. and commitment to customer support in the life sciences industry. We are extremely pleased to be working with the C3i team to enhance their knowledge management capabilities and maintain consistent, world-class customer management quality," stated Kent Heyman, 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. for ServiceWare Technologies, Inc. About ServiceWare Technologies, Inc. ServiceWare is a leading provider of Web-based knowledge management solutions for customer service and support. ServiceWare's eService Suite(TM) software empowers organizations to deliver superior service while reducing support costs. Powered by MindSync(TM), a patented self-learning search technology, eService Suite enables businesses to develop and manage a repository (1) A database of information about applications software that includes author, data elements, inputs, processes, outputs and interrelationships. A repository is used in a CASE or application development system in order to identify objects and business rules for reuse. 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, AT&T Wireless, Cingular Wireless, Northeast Utilities Northeast Utilities (NU) is a publicly-traded, Fortune 500 energy company headquartered in Berlin, Connecticut, with several regulated subsidiaries offering retail electricity and natural gas service to more than 2 million customers in New England. , Reuters Reuters British cooperative news agency. Founded in 1851 by Paul Julius Reuter, it was initially concerned with commercial news but began to serve a growing newspaper clientele after the London Morning Advertiser subscribed in 1858. , Stream International, and QUALCOMM. 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 forward-looking statement A projected financial statement based on management expectations. A forward-looking statement involves risks with regard to the accuracy of assumptions underlying the projections. . These forward-looking statements are based on information available to ServiceWare today, and ServiceWare assumes no obligation to update these statements as circumstances CIRCUMSTANCES, evidence. The particulars which accompany a fact. 2. The facts proved are either possible or impossible, ordinary and probable, or extraordinary and improbable, recent or ancient; they may have happened near us, or afar off; they are public or 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, 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 Internet Publicly accessible computer network connecting many smaller networks from around the world. It grew out of a U.S. Defense Department program called ARPANET (Advanced Research Projects Agency Network), established in 1969 with connections between computers at the , 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. |
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