SafeHarbor solves problem of incompatible knowledge bases with new open-source Web self-service language—Knowledge Article XML 1.0
Calls on web self-service industry for collaboration and adoption of standards

Seattle, Wash. — September 14, 2005 — SafeHarbor Technology Corporation, a provider of customer interaction and business intelligence services, announced today that it has created and implemented an open standard formatting structure that allows knowledge base information to move seamlessly between disparate vendor applications within Web self-service systems. The language, Knowledge Article XML 1.0 (KAXML), is the first specification of its kind that facilitates the exchange of knowledge articles between different knowledge management applications on a global basis. KAXML 1.0 removes the need to individually translate the elements that underlie knowledge articles when moving content between different customer interaction applications.

With more businesses steering customers to Web self-service, the importance of a standard language for defining knowledge articles has become critical. Knowledge base content is often purchased or developed separately from the systems that support it. Currently, the underpinnings of each individual article must be defined to the particular specifications of the host application. Using a universal metadata language allows the existing operating platform(s) to recognize and apply the knowledge content without the need to manually reprogram the article elements associated with the article contents. This creates significant cost savings, particularly for organizations that rely on multiple applications within their customer-facing Web self-service infrastructure.

KAXML also has potential for reformatting knowledge base content on demand. With a universal translator, customers in the future will be able to download content to different devices, wherever and whenever needed.

SafeHarbor Technology seeks collaboration with other Web self-service providers in further developing KAXML as the industry open standard. Details about the effort are available on its Website, www.safeharbor.com/company_resource_center.asp, where users can submit feedback (or directly, to kaxml@safeharbor.com). Once SafeHarbor establishes a group of interested providers, the company will host a forum to discuss and adopt an enhanced open source standard as well as create a process for ongoing refinement.

"With KAXML 1.0 SafeHarbor has been able to reduce the cost of moving knowledge articles between and across our customers' existing platforms, something our customers appreciate," says Paul Farnsworth, vice president of technology at SafeHarbor. "Once the Web self-service industry adopts an open standard, we will all be able to provide a faster and more efficient way to exchange content across organizations' platforms and applications—and we will be able to offer even more creative Web-based solutions to meet their customers' needs."

Said Annette Jacobs, CEO and chairman of the board of SafeHarbor, "As a leader in the Web self-service industry, it is incumbent upon us to set standards where there are gaps that negatively affect our customers. The ability to drop knowledge base information into any system without extra programming effort is one of those clear gaps, and we are happy to lead the initiative with KAXML."

About SafeHarbor Technology Corporation
SafeHarbor Technology Corporation, founded in 1998, is a Washington-based corporation that delivers on the promise of successful customer interactions by integrating the customer support experience with business intelligence. SafeHarbor solutions apply behavioral analytics and customer satisfaction data across a strategic mix of support channels—Websites, e-mail, chat and phone—to best serve its clients' customers, whether they are consumers, agents, employees or partners.

SafeHarbor designs, builds and optimizes customer support solutions for mid—to large—sized enterprises, primarily in the technology, banking, communications and government sectors. Some of its customers include American Airlines, Cingular, IBM, Juniper Networks, State of Washington, SunTrust Banks, TiVo, T-Mobile, and Washington Mutual. For more information please visit www.safeharbor.com.

SafeHarbor Technology Corporation Press Contact:
Blake Cahill
blake.cahill@safeharbor.com
(206) 922-5049

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