Servicesoft Technologies Announces Merger With Leading eService Consulting Firm, Internet Business Advantages

Business Wire, Jan 10, 2000

Business/Technology Editors

NATICK, Mass.--(BUSINESS WIRE)--Jan. 10, 2000

Enables Fast Deployment of Complete eService Solutions with

Dramatically Increased Return-on-Investment

Servicesoft Technologies, Inc., the leader in eService product solutions, merged today with leading eServices consulting firm, Internet Business Advantages, Inc. (IBA). With this agreement, Servicesoft will deliver the industry's most complete integrated customer service product suite with comprehensive eService practices to enable the rapid deployment of business-critical, highly successful eService solutions.

Companies today are demanding fast product implementation and expert business guidance as they face tremendous time-to-market pressures to implement online service solutions that support their explosive eBusiness growth. Servicesoft's new eService offerings meet this demand by combining award-winning technologies with effective strategy and implementation expertise.

"With this merger Servicesoft continues to set the pace for the eServices market. Less than a year ago Servicesoft broke new ground when we introduced the industry's first complete eService product suite. Today, we are raising the bar yet again by delivering the only full service and product solution on the market," said Chris Butler, CEO and president, Servicesoft Technologies. "Our new offering answers market demand for quick and hassle-free deployment, while providing customers with innovative tools to increase revenue, customer loyalty and ROI."

The expanded product and service offering from Servicesoft is available immediately in a uniquely packaged framework for addressing rapid implementation, product customization, bridge integration (to CRMs, ACDs and other complementary eBusiness systems) and knowledge engineering for complete e-relationship management. In addition, Servicesoft will continue to work with leading system integration firms to deliver eBusiness strategy and integration services and will offer standalone service packages to its service partners - enabling them to meet the eServices demands of their shared customers.

Servicesoft and IBA will merge under the existing Servicesoft Technologies, Inc. The newly merged company will maintain Servicesoft's worldwide headquarters in Natick, Massachusetts. IBA's team of Internet Technology, Service Operations and Knowledge Management professionals will form the nucleus of Servicesoft's newly expanded solutions organization and will provide value to new and existing IBA and Servicesoft clients.

"On 'Internet time,' companies must plan, test and deploy the best eService applications at lightning speed, and they're clamoring for expert help in achieving this," said Allen Bonde, of the Extraprise Group. "Together Servicesoft and IBA address the two hottest areas in eBusiness -- eService software and eBusiness services. This strategic merger enables Servicesoft to deliver outstanding customer value and further differentiates them from competitors by being the first to offer a comprehensive solution that combines excellent consulting and product solutions."

"Our goal in this merger is to maximize our customers' eService success," said Chet Barnard, newly appointed senior vice president of solutions, Servicesoft Technologies, and former CEO, Internet Business Advantages. "This marketplace has grown exponentially in a very short time, and together with Servicesoft we are positioned for synergistic growth and leadership."

About Servicesoft Technologies

Servicesoft Technologies Inc. (http://www.servicesoft.com) is the leader in Internet Customer Service. Its flagship product eCenter(TM) is the industry's most robust knowledge base and includes best-of-breed applications for self-help, e-mail response and live customer interaction. This complete offering is crucial to enabling companies to leverage the promise of the Internet in achieving a paradigm shift in customer service to drive initial sales, generate loyal customers, obtain repeat business, and do it all more efficiently than traditional methods. Major companies worldwide, such as Cisco Systems (NASDAQ: CSCO), Intel (NASDAQ: INTC), Motorola (NYSE: MOT), IBM (NYSE: IBM), Eddie Bauer, GTE (NYSE: GTE) and NB Tel rely upon the company's award-winning offerings. The company's partners include leading call center, system integration and customer relationship management companies. Investors in Servicesoft include Sigma Partners, Internet Capital Group (NASDAQ:ICGE) , Gemini, Sofinov, JL Albright, Grey Advertising (NASDAQ:GREY), FT Ventures, Intel (NASDAQ: INTC) and CIBC Capital Partners. Privately held, Servicesoft Technologies is headquartered in Natick, Mass., and has offices throughout the U.S., Canada and Europe.

Servicesoft, eCenter, Web Advisor, E-mailContact and LiveContact are registered trademarks or trademarks of Servicesoft Technologies, Inc. All other brands and products referenced herein are acknowledged to be registered trademarks or trademarks of their respective holders.