ServiceWare Technologies, Inc.

ONE NORTH SHORE CENTRE

12 FEDERAL STREET, SUITE 503
PITTSBURGH, PA 15212

(412) 222-4450
www.serviceware.com

Sales

$11.5 million

Business Description 
We are a provider of knowledge-powered support solutions that enable
organizations to deliver superior service for customers, employees and partners
by transforming information into knowledge. Our solutions allow customers to
capture enterprise knowledge, solve customer problems, reuse solutions and share
captured knowledge throughout the extended enterprise. Customers use our
knowledge-powered support solutions to achieve some or all of the following
benefits:

- Strengthen relationships with customers, partners, suppliers and
employees

- Decrease operating costs

- Improve creation, dissemination and sharing of enterprise knowledge

- Provide easy access to knowledge online on an enterprise-wide basis

- Integrate seamlessly with existing technology investments

With ServiceWare Enterprise(TM), our core software product line, our
customers can provide personalized, automated Web-based service tailored to the
needs of their applicable users. ServiceWare Enterprise is based on our patented
self-learning search technology called the Cognitive Processor(R). This
technology enables organizations to capture and manage repositories of
intellectual capital, or corporate knowledge, in a manner that can be easily
accessed by way of a browser to effectively answer inquiries made either over
the Web or through the telephone to a customer contact center or help desk.
Through the self-learning features of the Cognitive Processor, our ServiceWare
Enterprise products provide our customers an intelligent solution in that the
solutions have the capability to learn from each interaction and automatically
update themselves accordingly.

PRODUCTS

Our knowledge-powered service and support solutions enable organizations to
easily provide customers, partners, suppliers and employees with fast, accurate
answers to inquiries across various communication
channels including the phone, e-mail, chat and the Web. Based on our software
and Cognitive Processor technology, ServiceWare Enterprise software empowers
organizations to deliver superior service and support, while reducing expenses.
ServiceWare Enterprise includes our ServiceWare Self-Service, ServiceWare
Professional and ServiceWare Architect software products.

ServiceWare Self-Service allows our customers to provide Web-based
self-service to their end-users. End-users can access the self-service solution
through the Internet or a corporate Intranet. This Web-based customer service
and support solution allows self-help users to access the knowledge base at any
time, using an easy-to-use, intuitive interface using a natural language query.
ServiceWare Self-Service can be customized to adopt the look and feel of our
customer's Web site.

ServiceWare Agent(TM) is designed for "Level 1" agents or for any company
that needs to provide a complete agent workstation knowledge management center.
The functionality of ServiceWare Agent is similar to ServiceWare's other
agent-facing application, ServiceWare Professional, but with a portal-based user
interface. Agent utilizes a side-by-side search capability, and contributions
are made on the same page as the search results to ensure ease of knowledge
entry. Agent also includes additional portal-like features, including common
links, urgent notices and agent-to-agent collaboration capabilities via e-mail,
instant messenger and expertise location.

ServiceWare Professional provides a Web-based application interface for
customer service professionals to more easily navigate through the knowledge
base, view various components of the knowledge base, capture and revise
additional knowledge, and provide accurate answers to end-user questions.
ServiceWare Professional includes a complete case management system that serves
as a workstation for customer service and support agents. Agents have a visual
queue of cases that can be viewed based on skills based routing. The system also
contains e-mail and chat components that enable agents to easily communicate
with customers and employees without having to pick up the phone. ServiceWare
Professional integrates with many types of customer relationship applications to
provide a seamless interface for a customer service professional.

ServiceWare Architect provides a set of knowledge tools that allows
customers' quality assurance managers and system administrators to design,
manage and maintain knowledge bases. ServiceWare Architect provides quality
assurance and workflow capabilities as well as administrative tools for all
necessary product suite functions.

ServiceWare Express is a comprehensive product and services package that
includes browser-based applications, technical implementation, training services
and customer support. ServiceWare Express is designed to enable midsize
enterprises or call center and help desk divisions of large enterprises to
effectively utilize corporate knowledge to improve customer satisfaction,
enhance service quality and reduce operating costs.

SERVICES

Professional Services. Our professional services team provides our
customers with pre- and post-sales services. Pre-sales consulting services
include our business impact analysis, which applies analytical methodologies and
an understanding of business processes to help organizations make an informed
decision regarding the choice of knowledge management as a technological
solution. Post-sales implementation, integration and knowledge management
consulting services allow our customers to deploy our customer service and
support solutions effectively. In addition, our professional services team
offers education and training to enable our customers' internal teams to
understand how to use our products, support the implementation and maintain our
solutions.

Customer Support. All customers under a maintenance agreement have access
to our technical support engineers by telephone, fax or e-mail. In addition, we
provide self-service support to our customers on a 24/7 basis through our
www.serviceware.com Web site.