ServiceWare Knowledge-Pak Wins Call Center Award

ServiceWare's (Oakmont, PA) Knowledge-Pak Architect, a tool for capturing, optimizing, and delivering support and help desk knowledge, has received Call Center magazine's Product of the Year award. Knowledge-Pak allows companies to access and deliver their knowledge base content over the Internet, across the corporate intranet, or through existing help desk or call center systems. The Call Center awards are based on a product's ability to improve prospect and customer handling, according to the magazine. "New answers devised and proven by your reps are back into the knowledge base," according to Call Center's report. "You have the choice of information delivery systems, including on your network for your reps, and on your Web site for self-help. Your rep can log a problem solution as soon as it's closed." The bottom line, according to John Zappa, director of ServiceWare's product management, is that "companies can improve the quality of their customer support operations, lower costs, increase productivity, and enhance customer satisfaction by using a knowledge-based support model instead of a labor-based one."