SSPA Announces ServiceWare Technologies, Inc. As New SSPA Vendor Member

July 22, 2003

(San Diego, CA – July 22, 2003) Bill Rose, SSPA Founder/CEO announced today that ServiceWare Technologies, Inc. (OTCBB: SVCW), a leading provider of Web-based knowledge management solutions, has joined the SSPA Vendor Member Program, a membership organization dedicated to bringing buyers and sellers together online. The SSPA Vendor program is a community that resides at the web address www.thesspa.com. The primary focus of this membership is to increase the visibility of vendors and suppliers within the IT service and support community.

“ServiceWare thoroughly understands the customer service and knowledge capture business,” said Rose. “The company provides self-learning knowledge management technology tailored to the needs of support professionals, delivering accurate answers in real-time. ServiceWare is a valued member of the SSPA Vendor Membership program.”

“Membership in the SSPA is a natural fit for ServiceWare,” according to Kent Heyman, president and CEO for ServiceWare. “We share the SSPA’s mission of serving the support professional, so our solutions are tailored to the goals of every call center and help desk – increasing customer satisfaction while reducing the cost of support. These goals are achievable and we’ve been helping companies meet these goals for 12 years by providing innovative knowledge management solutions.”

ServiceWare’s award winning software empowers organizations to deliver fast, accurate and consistent service while reducing operational costs. ServiceWare Enterprise? and ServiceWare Express?, powered by the company’s proprietary patented self-learning and self-organizing knowledge engine, the Cognitive Processor?, include four main components, ServiceWare Self-Service?, ServiceWare Professional?, ServiceWare Architect? and ServiceWare Administrator?.

Robust Knowledge Tools
ServiceWare’s comprehensive set of knowledge tools includes ServiceWare Architect and ServiceWare Administrator. Architect includes drag-and-drop knowledge creation tools to easily add information to the knowledge base, robust quality assurance and workflow tools to ensure a high-quality knowledge base, and robust reporting capabilities to measure the effectiveness of the knowledge base. ServiceWare Administrator provides system-wide knowledge personalization tools, including user profile, permissions and configuration controls.

Contact Center and Web Self-Service Solution
ServiceWare Self-Service is the Web self-help component that includes SmartClix? dynamic FAQs, intelligent adaptable searching of the knowledge base through the Cognitive Processor, and escalation channels, including e-mail and chat, which are seamlessly integrated with the agent-facing solution, ServiceWare Professional. ServiceWare Professional is a complete contact center agent workstation that includes a visual queue of interactions through ServiceWare’s case management tool and multiple communication channels. ServiceWare Professional also allows agents to instantly search or navigate structured knowledge within the ServiceWare knowledge base and unstructured information from external sources using ServiceWare’s SmartMiner 2.0. Professional also allows agents to easily add new knowledge to the knowledge base through a simple contribution form within the browser-based Graphical User Interface (GUI).

The ServiceWare Field Service? solution, an add-on component of ServiceWare Enterprise, is designed for field service representatives and other remote personnel looking to access customer service and support knowledge using ServiceWare’s offline application and/or a wireless device. The ServiceWare Field Service offline version is self-contained on a CD and does not require any software to be installed on the client. ServiceWare’s wireless application supports Palm OS®, Windows CE® and Blackberry™ operating platforms and does not require any software on the PDA other than a Web browser.

Internet Architecture and Flexible, Scalable Open Platform
The 100% J2EE compliant architecture ensures that ServiceWare’s solutions adhere to current industry standards. This enterprise-level architecture enables flexibility and scalability to allow thousands of global users to be supported on a single system. The complete and open API supports out-of-the-box integrations with leading CRM and back-office applications. ServiceWare has sought to optimize its browser-based GUIs for superior usability and enhanced productivity.

For more information and a full list of ServiceWare features and benefits, visit www.serviceware.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 their international office at +(44) 01280 826345.

About SSPA
Founded in 1989, the Service & Support Professionals Association (SSPA) was formed to focus on the specific needs of service executives who are responsible for support centers and overall customer relations. Today, the SSPA represents over 21,600 service professionals at 2,500 support centers worldwide. These executives look to SSPA to provide insight into the future of support services, a road map of best practices within our industry and access to the best service and support vendors. SSPA has become the center of support providing a reliable and comprehensive resource for news, research, benchmarking, standards and collaboration.

SSPA was created for professionals, managers and executives that make their living in the IT support services community. It is not a generic, one-size-fits all website where nobody ever feels like they belong. SSPA is dynamic, interactive, living resource specifically designed for the unique needs of support professionals. This exciting virtual community creates a forum for constant interaction with peers, industry experts, technology vendors and much more. For more information regarding the SSPA and other related divisions, log on to www.thesspa.com or send an email to info@thesspa.com.