Wausau Financial Systems Chooses ServiceWare For Knowledge-Powered Customer Support
ServiceWare Technologies, Inc. (OTCBB: SVCW), a leading provider of knowledge-powered support solutions, today announced an agreement with Wausau Financial Systems, (WFS) Inc., a leader in the development and implementation of knowledge-based products for the payment and transaction processing industry. WFS has selected ServiceWare Enterprise to reduce customer downtime, improve the productivity of its call center agents, and reduce internal operational costs.
The robust knowledge-reuse capabilities of ServiceWare's patented, self-learning and self-organizing search technology, the Cognitive Processor, led WFS to choose ServiceWare as their vendor of choice for knowledge-powered support.
"Our number-one goal is to provide our customers the best possible service and attention possible. We needed a tool and process that was more than just another Web knowledge retrieval tool. ServiceWare's Cognitive Processor technology and its ability to consolidate, share, and distribute our associate's extensive product and industry knowledge will allow us to improve our already industry-leading support and professional services," said Tom Nohelty, Executive Vice President of Operations at WFS.
WFS, which supports more than 650 customers worldwide with 24-hour customer service, plans to roll out ServiceWare Agent, ServiceWare's agent-facing application, by April 2004. They also plan to provide customers with access to Web-based self-help through ServiceWare Self-Service.
"We believe ServiceWare's solutions will improve our response and problem resolution times, which, in turn, will reduce our customer's costly downtime while controlling our cost of delivery," Nohelty added.
"The fact that we continue to win business with recognized companies like WFS reaffirms ServiceWare's position as a leading provider of knowledge management solutions," said Kent Heyman, president and CEO of ServiceWare. "We are pleased to have the opportunity to support WFS' commitment to providing their customers with the highest quality of customer service."
About Wausau Financial Systems, Inc.
WFS provides transaction-processing applications for all size companies ranging from Fortune 500 corporations to independent local financial institutions and commercial businesses worldwide. In addition to software and hardware options, the company offers comprehensive training, consultation, international image solutions, a unique associate reseller channel, 24-hour customer support, consumable supplies, and a 100% satisfaction guarantee. Currently, Wausau Financial Systems employs nearly 400 associates supporting over 650 customer sites worldwide. For more information, visit www.wausaufs.com.
About ServiceWare Technologies, Inc.
ServiceWare is a leading provider of Web-based knowledge management solutions for customer service and support. ServiceWare software empowers organizations to deliver superior service while reducing support costs. Powered by ServiceWare's Cognitive Processor, a patented self-learning search technology, ServiceWare Enterprise and ServiceWare Express enable businesses to develop and manage a repository of knowledge to effectively answer inquiries over the Web and in the call center. 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.