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SERVICEWARE INTRODUCES RIGHTANSWERS.COM TECHNICAL SUPPORT PORTAL.

eService solutions provider ServiceWare Inc. last week announced general availability of rightanswers.com, what it claims is "the first true Internet-based technical support portal." rightanswers.com integrates nearly one million solutions from Microsoft, Apple Computer, Novell, MicroHouse International and ServiceWare's own knowledge engineering staff.

The single source represents the most comprehensive support database in the world, ServiceWare says. rightanswers.com is the first release in a suite of integrated eServices products that ServiceWare will unveil in the first quarter of 2000.

By visiting the pay-for-use site, users can register for a 15-day free trial of rightanswers.com with access to thousands of IT support answers.

A number of leading enterprises have already signed on with rightanswers.com to streamline their technical support process, ultimately creating Internet-based self-support solutions. Early adopters include American Funds Group, Amgen, Compaq, Disney Consumer Products, ESPN, Johnson Controls, Kimberly-Clark, Marshall Space Flight Center, NetVentures, Oppenheimer Funds, Tenneco, Texas Instruments, and Wall Data.

"Never before has so much been available so easily," says Mark Tapling, president of ServiceWare. "rightanswers.com truly revolutionizes the way businesses provide answers and serve customers. Our newest offering delivers innovative Internet-based solutions in the eService space."

rightanswers.com is a large database comprised of dynamic Knowledge Channels. The Knowledge Channels are an extensive collection of technical solutions from the world's leading software and hardware vendors. By combining these solutions for first-level support with a wide range of technical reference sources, Knowledge Channels provide support organizations with a single source of answers to the questions confronting their support analysts, employees, and customers all via the Internet. Customers only need to subscribe to the channels relevant to their particular needs, much like the cable television model of buying access to channels of interest.

Step-by-step instructions tell users exactly how to complete a task, and hypermedia illustrations show less-experienced users exactly where to point and click to answer their questions. All content on the Knowledge Channels is also updated in real-time.

Using ServiceWare's eService solutions, newly discovered answers can also be captured and added to an organization's local knowledge, creating more customized solutions for the users.

Once an enterprise subscribes to rightanswers.com, a Web browser is all a user needs to access the knowledge portal. Because all information is updated via the Web, no installation, import and maintenance of knowledge is required.

Leading customer relationship management vendors including Remedy, Tivoli Systems, Clarify, Peregrine Systems and GoldMine Software are partnering with ServiceWare to ensure that their customers can seamlessly access rightanswers.com from their help desk and call center systems. If the correct solution cannot be found, the integration with CRM software allows employees and customers to open a trouble ticket or send e-mail to the appropriate support personnel.

"ServiceWare's latest initiatives signal a commitment to maintaining their leadership position in the support and services sector," says Chris Martin, senior research analyst at the Aberdeen Group. "Delivery of rightanswers.com positions the company in a leadership role in providing knowledge to e-business."
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Title Annotation:Company Business and Marketing
Comment:SERVICEWARE INTRODUCES RIGHTANSWERS.COM TECHNICAL SUPPORT PORTAL.(Company Business and Marketing)
Publication:EDP Weekly's IT Monitor
Geographic Code:1USA
Date:Dec 27, 1999
Words:497
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