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For Immediate Release 

Knowledge Networks and SSPA Jointly Announce New Support Automation Book
SAN JOSE, CA -- Knowledge Networks announced today the updated version of its 
new book, Automating Your Support Center, 3rd Edition, written by Merra Lee 
Moffitt of Knowledge Networks and Bill Rose of SSPA, this book is a practical 
guide to assessing service automation tools for the support manager planning 
to purchase a new system.  Automating Your Support Center, 3rd Edition is the 
latest addition to Knowledge Networks� growing list of publications, including 
Guide to Knowledgebase Systems.

Automating Your Support Center contains information not found in other product 
digests.  This book guides support managers through the complete support 
system selection process.  The book explains how to select among available 
features, define departmental requirements, justify system costs, determine 
company-wide integration needs, evaluate potential systems, and make a final 
purchase decision.  "No other book provides this level of insight into the 
support automation selection process," says Bill Rose of SSPA.

Each of the 71 call-tracking and automation systems covered in this book 
contains several pages of detailed descriptions.  Product characteristics 
discussed include the product's user interface, cost, reporting capabilities, 
solution searching features, and operating requirements.  In addition, product 
screen shots and concept diagrams provide opportunity for a quick view of the 
system's look-and-feel.  Vendor characteristics discussed include size, number 
of products sold, year founded, and contact name and address.

"Support center managers have more choices than ever before in their search 
for the right tools to automate their support centers.  Fortunately, the 
systems available provide a great range of time-saving and value-added 
features," says Merra Lee Moffitt, president of Knowledge Networks.  "Finding 
the right system for the support center can yield the competitive edge in 
service many companies seek."  Bob Iguchi, director of customer support for 
Software Publishing Corporation says, "Without this book, it can take weeks of 
research to determine which systems merit further evaluation."

Knowledge Networks is a consulting firm which recommends and implements 
service and automation projects that allow service centers to answer more 
customer calls and make customers more self reliant. They have implemented 
dozens of customer service systems nationwide.  Their areas of expertise 
include: building knowledge bases; implementing call-tracking, bug-tracking, 
sales and help desk systems; and integrating voice mail and World Wide Web 
service automation.  Merra Lee Moffitt, the founder, has over 17 years 
experience in the communications industry including software development in 
networking technology and many years service management experience.
  
For more information about Automating Your Support Center, 3rd Edition, 
contact Knowledge Networks or visit their home page at http://www.knownet.com.

Automating Your Support Center costs $195 and is available from Knowledge 
Networks at 408-978-5580 or SSPA at 619-674-4864.