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SLOUGH, England, March 7 /PRNewswire/ -- Inference Corporation (Nasdaq: INFR) and ICL Sorbus today announced a collaboration whereby ICL will use Inference's CBR2 family of products as the problem-resolution technology of choice in supporting its customer base in Europe.

The agreement reflects ICL Sorbus growing commitment to the role of specialist technical knowledge in providing first-class help desk services both for end-users and for in-house IT departments who face the challenge of increasingly complex networks and an ever-growing range of software applications.

"Reducing the costs and improving the quality of support is a big issue for our major customers," Max Webster, IT Director for ICL Sorbus Europe said. ICL is re-engineering its pan-European support so that so that ICL's customers can be offered a range of attractive choices from outsourcing their IT support through to using ICL distributed knowledge bases to provide their own end-user support."

Webster continued, "ICL will employ skilled authors teaming with software specialists to build knowledge platforms as part of a range of support tools in the areas of systems management and service delivery. In all this, our aim is to take the pain away from the customers by using new technologies that enable us to deliver knowledge and fool-proof processes that set new standards of quality in IT customer support. Using Inference's CBR family of products will enable us to deliver this knowledge platform directly to our client base where it will have the maximum benefit

Peter Price, senior vice president of Inference International said "The ICL commitment to our technology is the latest vote of confidence in our technology and is another demonstration of the speed with which CBR is becoming the industry standard for problem resolution. Customers using IT systems enjoy much improved help with the use of CBR, and we are confident that ICL has seen the value of knowledge publishing and will pass these benefits on to its customer base in the coming years."

He continued, "The agreement enables ICL Sorbus staff all over Europe to access the CBR technology and the knowledge delivered through it. Inference and ICL will work in partnership to ensure a high-quality implementation for this innovative development."

ICL Sorbus

ICL Sorbus is an independent multivendor business formed in February 1995 by merging Sorbus and ICL Customer Service. With revenues in excess of $875 million, over 247 service locations and over 6,500 employees based in 16 countries throughout Europe, ICL Sorbus in an autonomous division of ICL, and currently ranks fourth in the European league of independent multivendor computer service providers. ICL is a leading information technology company specializing in systems integration in selected markets. Operating in over 80 countries with 23,000 employees, it generated revenues of 2.6 billion Pounds Sterling in 1994. Through its service and technology business, ICL also provides its customers with long-term support and access to the widest range of software and hardware products.

Inference Corporation

Inference Corporation is a leading provider of strategic knowledge publishing, knowledge distribution and content management software. The company's line of CBR2 software products is commonly used to serve the problem-resolution and product-recommendation needs of customer service call centers, help desks, human resources departments and telesales and telemarketing organizations. Inference's CBR2 products support a wide range of operating and deployment platforms, including file-server, client-server, speech-enabled server, web-server and embedded implementations. The company also offers a complete line of consulting, support and educational services, as well as pre-packaged knowledge. Based in Novato, Calif., Inference has licensed its products to over 500 customers -- reaching more than 500,000 end users in over 22 countries. For more information, contact Inference Corporation at 415-893-7200 or visit its World Wide Web page at

NOTE: Inference, CBR2, CBR Express, CasePoint, and CBR Express Help Desk Series are trademarks of Inference Corporation.
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/CONTACT: Stacy Cormier of Niehaus Ryan Haller PR, 415-827-7077, for Inference/


CO: Inference Corp.; ICL Sorbus ST: California IN: CPR SU:

SM -- SFTH006 -- 1196 03/07/96 14:02 EST
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Publication:PR Newswire
Date:Mar 7, 1996

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