ServiceWare and Peregrine Systems Partner To Link IT Answer Delivery With Web-Based Customer Support.Business/High-Tech Editors OAKMONT, Pa.--(BUSINESS WIRE)--July 19, 2000 Peregrine Systems  This article about a company does not make it clear whether the subject meets the Wikipedia criteria for . Customers Can Access ServiceWare's RightAnswers.com in One Mouse Click ServiceWare, a leading provider of Web-based solutions for enterprise service and support, today announced a partnership with Peregrine Systems(R). Under terms of the agreement, Peregrine Systems will use ServiceWare's new software integration kit to integrate RightAnswers.com with its ServiceCenter(R) and Get.Answers!(TM) solution suites. RightAnswers.com is ServiceWare's Web-based knowledge portal that delivers a comprehensive set of technology solutions from leading software and hardware vendors including Microsoft, 3Com, Novell, and PC Show and Tell. With the integration of RightAnswers.com, Peregrine Systems users can now assist their customers more effectively through immediate access to a trusted IT knowledge base. Peregrine Systems & RightAnswers.com: Single Source eService Until now, to access a rich, multi-vendor source of IT support solutions, service professionals needed to leave their ServiceCenter environments and search support sites on the open 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 . With the integration of RightAnswers.com, they can now enter an IT problem description into a ServiceCenter trouble ticket, which sends a query to search RightAnswers.com for the right answer with the click of a button. A summary and reference link of the solution located via RightAnswers.com can be easily recorded into the local knowledge base for future reference and reuse reuse - Using code developed for one application program in another application. Traditionally achieved using program libraries. Object-oriented programming offers reusability of code via its techniques of inheritance and genericity. , which also streamlines the problem resolution process. Using RightAnswers.com with Peregrine Systems customer support solutions increases support professionals' speed at finding answers for customers, thereby improving the customer's experience and overall satisfaction. "Support professionals want to quickly and easily locate reliable IT answers, without having to comb comb 1. a vascular, red cutaneous structure attached in a sagittal plane to the dorsum of the skull of domestic fowl. It consists of a base attached to the skull, a central mass called the body, a backward projecting blade and upward projecting points. 2. through multiple external sites," said Gary Cato, Peregrine Systems senior product marketing manager. "ServiceWare is the recognized leader in IT support knowledge solutions, and its RightAnswers.com knowledge portal complements our Web-based solutions very well. Our customers will benefit from the ability to immediately extend the scope of their searches with continuously updated, real-world support solutions." The New RightAnswers.com Integration Kit ServiceWare's RightAnswers.com Integration Kit allows reseller An organization that sells hardware and software to the general public. Resellers purchase products from software publishers and hardware manufacturers. , technology, and distribution partners to incorporate RightAnswers.com access into their software applications and Web support sites, rather than purchasing CD-based content that needs to be installed and upgraded locally. The kit supports a variety of ways to integrate the service, such as a direct Web link or button on a site, or as pages within the host application that can be customized to match a partner's brand. The search results from RightAnswers.com can also be retrieved in XML XML in full Extensible Markup Language. Markup language developed to be a simplified and more structural version of SGML. It incorporates features of HTML (e.g., hypertext linking), but is designed to overcome some of HTML's limitations. format, which allows partners to build their own user interface with the RightAnswers.com functionality. Partners who integrate their products with RightAnswers.com provide their customers with immediate access to continuously updated knowledge from multiple vendors, such as Microsoft, Novell, 3Com and ServiceWare. "With ServiceWare's new integration kit, our partners can extend their products' value by offering 24x7 access to a valuable and comprehensive set of Internet-available answers to technology-related questions," said Rick Joslin, vice president of RightAnswers.com. "We are pleased that our longstanding partner Peregrine Systems is the first to take advantage of this exciting new product, which will make RightAnswers.com accessible to a wider audience." Peregrine Systems Get.It! Employee Self-Service Suite Get.It! is a line of employee self-service applications A software application that allows a user to obtain information or complete a business transaction on the computer that has traditionally required the help of a human representative. Voice response systems and Web sites are widely used for self-service applications. See kiosk. from Peregrine Systems. These applications empower empower verb To encourage or provide a person with the means or information to become involved in solving his/her own problems employees to help themselves to functions once requiring tedious emails, phone calls and paperwork to complete. With Get.It!, all applications are accessible via Web browsers The following is a list of web browsers. Historical Historically important browsers In order of release:
Availability Integration between RightAnswers.com and Peregrine Systems Get.Answers! and ServiceCenter suites will be completed and available in Q3 2000. About RightAnswers.com ServiceWare's RightAnswers.com is an Internet-based knowledge portal that enables customers to access a continuously updated database of currently more than 350,000 problem-solution pairs in a cost effective and timely manner. RightAnswers.com enables customer support organizations and end-users to have direct access to solutions to the most commonly asked technology-related questions. Through RightAnswers.com, customers can simply go to www.rightanswers.com, type a natural language query A query expressed by typing English, French or any other spoken language in a normal manner. For example, "how many sales reps sold more than a million dollars in any eastern state in January?" In order to allow for spoken queries, both a voice recognition system and natural language and receive back a single, unified list of probable answers from ServiceWare's licensed knowledge bases. ServiceWare currently offers multi-vendor support content obtained from leading technology companies, including Microsoft, Apple, Novell and 3Com. In addition to the technology content supplied by these partners, RightAnswers.com includes technology content produced in-house by ServiceWare for common desktop, network and SAP R/3 applications. RightAnswers.com is primarily distributed on a subscription basis. A CD-ROM CD-ROM: see compact disc. CD-ROM in full compact disc read-only memory Type of computer storage medium that is read optically (e.g., by a laser). version of this product is also available. About ServiceWare ServiceWare is a leading provider of Web-based solutions for enterprise service and support, which enable organizations to win on service in the incredibly competitive world of eBusiness. ServiceWare delivers a comprehensive, integrated family of eService solutions that enable organizations to easily provide customers with fast, accurate answers to inquiries across all touch points - Web, email, phone, fax or in-person. Based on ServiceWare's robust knowledge base and patented Cognitive Processor(TM), ServiceWare's eService Suite(TM) enables customers to build the best service destinations for eBusiness. ServiceWare customers represent a cross-section of industry leaders in the financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , technology, manufacturing, healthcare, entertainment, education and government sectors. More than 4000 organizations have implemented ServiceWare's eService solutions including Pfizer, Lucent Technologies, Marriott International Marriott International, Inc. (NYSE: MAR) is a worldwide operator and franchisor of a range of value and luxury hotels and related lodging facilities. Marriott currently has 2,300 accommodation properties in North America alone. , Fleet Services Fleet is a motorway service station on the M3 near Basingstoke. It is owned by Welcome Break. It was originally built in a Scandinavian style and in 1992 won "Loo of the Year". , Stream International, Texas Instruments See TI. (company) Texas Instruments - (TI) A US electronics company. A TI engineer, Jack Kilby invented the integrated circuit in 1958. Three TI employees left the company in 1982 to start Compaq. , Ingram-Micro, John Deere, and Bear Stearns The Bear Stearns Companies, Inc. (NYSE: BSC) is the parent company of Bear, Stearns & Co. Inc., one of the largest global investment banks and securities trading and brokerage firms in the world. . ServiceWare is the recipient of the prestigious CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. Excellence Award 2000, and was also named one of the "Top 100 Companies to Watch" by KM Magazine. Learn more today by visiting ServiceWare's Web site at www.serviceware.com or call 800-572-5748. Peregrine Systems and ServiceCenter are registered trademarks and Get.Answers!, Get.It! and Weblications are trademarks of Peregrine Systems, Inc. All other trademarks are the exclusive property of their respective owners. |
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