Oracle, Serviceware to offer knowledge-based customer support

Raising the bar for knowledge-based customer support initiatives, Oracle and Serviceware, have announced a new integration between their customer support offerings. The deal, which ties Serviceware's Knowledge-Pak technology with Oracle's Front Office suite of support and field service apps, creates a comprehensive package of customer service and customer care offerings that will deepen customer interactions, improve support teams' productivity and reduce support costs. Oracle has also fast-tracked Serviceware for inclusion in its Cooperative Applications Initiative (CAI) to build integration and alliances with other vendors.

"Our customers are increasingly recognizing the strategic importance and value of knowledge management," said Mark Barranechea, VP of development for Oracle Front Office who thinks the new deal "will enhance our ability to provide a full-function, customer care solution for our customers." Or, in the words of Serviceware senior marketing VP Suzy Nicastro, the combination will ensure that Oracle user's customers "are receiving the right answers, right now.