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ServiceWare Enterprise Upgrade

ServiceWare Technologies, Inc., released ServiceWare Enterprise 5.7 featuring collaborative forums and executive dashboard reporting functions. Enterprise 5.7 is designed to let agents and end-users to quickly find accurate and consistent answers to even the most complex problems. ServiceWare’s patented self-learning and self-organizing search technology, the Cognitive Processor, adapts based on usage. Its 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.

Extending ServiceWare’s collaborative knowledge management capabilities is ServiceWare Forums, a new product supporting threaded discussion groups, which allows users to communicate with one another to share information or get answers to questions. Customers or end-users can access the forums to give and get help from each other, while support personnel can use the forums to tap into experts in the organization who are not directly involved in the support process. As a result users collaborate with one another, sharing information and solving problems.

ServiceWare Forums is integrated into ServiceWare’s self-service and agent-facing tools, so forums can be searched in the same application as the knowledge base. Knowledge contained in a forum can be added to the knowledge base for further reuse.

Knowledge Management is a fundamental component of improving performance and achieving success in most organizations. Setting goals, defining key performance indicators and measuring against a scorecard are all part of assessing success. ServiceWare Executive Dashboard is designed to help executives monitor and measure the results of their investment in knowledge management. It provides actionable analytics for contact centers, knowledge management organizations and product management groups.

This Web-based application provides performance management tools, allowing business managers to set organizational goals and assess progress against those goals. Users log into a personalized portal to gain access to the alerts, analytics and reports within ServiceWare Executive Dashboard.

ServiceWare Enterprise 5.7 also includes an updated PDA interface and a self-service interface that is Section 508-compliant for access by people with disabilities. The release supports the Windows 2003 operating system and introduces significant extensions to the API, the interface that allows ServiceWare tools to be integrated with other customer service and support applications.

For more information, www.serviceware.com/solutions