PITTSBURGH, PA – Jan. 20 – ServiceWare Technologies, Inc. (Company
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Studies), a leading provider of knowledge-powered support solutions, today announced an agreement with Raytheon Company (NYSE: RTN), an industry-leading defense and aerospace systems supplier. Raytheon (www.raytheon.com) has chosen ServiceWare to provide knowledge-powered support to its Intelligence and Information Systems help desk in Aurora, Colo.
Raytheon selected ServiceWare Enterprise™, ServiceWare’s suite of knowledge-powered support applications, to enhance the efficiencies of its help desk and reduce costs by capturing, retaining and sharing knowledge within the organization. Raytheon also will provide its employees with Web-based self-help through ServiceWare Self Service™. In addition, the company also will employ SmartMiner™, ServiceWare’s document searching solution and a value-add component of ServiceWare Enterprise.
Raytheon, with 2002 sales of $16.8 billion, has more than 76,000 employees worldwide. The company’s Intelligence and Information Systems division is a technology leader in signals, imaging and Geospatial intelligence, air and space-borne command and control, ground engineering support, and weather and environmental data management.
“For a company like Raytheon that supports such complex products and services and has such a large employee base, a strategic knowledge management initiative is imperative,” said Kent Heyman, president and CEO of ServiceWare. “We’re pleased that Raytheon selected ServiceWare as its vendor of choice for knowledge management within its help desk.”
About ServiceWare Technologies, Inc.
ServiceWare Technologies, Inc. is a leading provider of knowledge-powered applications for customer service and IT support. ServiceWare empowers organizations to deliver superior service while reducing costs. ServiceWare’s problem resolution software, ServiceWare Enterprise™, enables agents and end-users to quickly find accurate and consistent answers to even the most complex problems – in the call center, help desk or via Web self-service. ServiceWare’s patented self-learning and –organizing search technology, the Cognitive Processor®, adapts based on usage. Its easy-to-use knowledge management tools allow agents to access both structured and unstructured knowledge sources and contribute new solutions in the workflow, ensuring a robust knowledge base solution.
Leading organizations have implemented ServiceWare software, including EDS, H&R Block, AT&T Wireless, Cingular Wireless, Fifth Third Bancorp, Green Mountain Energy, Reuters and QUALCOMM.
Learn more today by visiting www.serviceware.com or call 1.800.572.5748. Outside North America, call our international office at +(44) 01280.82.6345.
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SmartMiner, ServiceWare Enterprise, ServiceWare Express, ServiceWare Self-Service, ServiceWare Professional, ServiceWare Agent, ServiceWare Architect, ServiceWare Administrator, ServiceWare Knowledge Portal and Cognitive Processor 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. These forward-looking statements are based on information available to ServiceWare today, and ServiceWare assumes no obligation to update these statements as circumstances 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 revenue expectations, ServiceWare's 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, 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 and to secure necessary financing for its operations and business development. Risk factors are described in more detail in ServiceWare's filings with the Securities and Exchange Commission.
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