REDWOOD CITY, Calif., May 25 -- SupportSoft, Inc. (Company
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Based on SupportSoft's patented SmartIssue® technology, utilized in all of the Company's products which gather permission-based information to speed technical problem resolution, VoiceAssist brings new functionality to both enterprises and customer-facing service and support organizations by automating the technical diagnostic process via the telephone when an end-user is unable to connect to the Internet.
With precise, detailed information about an individual's computing system and the technical problem the end-user may be experiencing, VoiceAssist can dynamically configure the information into a code specific to the situation. The end-user can then provide the code via the telephone to a support professional, and using the diagnostic data indicated, the service representative can more quickly and accurately troubleshoot problems and provide the caller with a resolution. The result is less telephone wait-time for the end-user and the ability for them to more quickly regain full use of their computer or related network connectivity. From a service representative's perspective, VoiceAssist can decrease call handling times and increase first call resolution rates for phone-based support, both of which can help reduce business operating expenses.
"By bringing technical insight and automation to the often frustrating process of phone support, VoiceAssist makes it possible for assisted-service to be faster, more intelligent and personalized, to the delight of support representatives and end-users alike," said Cadir Lee, Chief Software Officer of SupportSoft. "VoiceAssist's ability to take problems when they occur, automatically put them into context and help resolve them in real time, minimizes time to resolution for the end-user and maximizes productivity for the support representative."
Research published by Gartner, Inc. shows that traditional phone support can have a higher total cost of resolution for support incidents when compared to the use of in-house resources, self-service and assisted service means.
"The most recent survey of customers on the utilization of support automation and e-support(1) revealed ratings for time to resolution, overall satisfaction and likelihood to use again that matched or exceeded traditional phone support" says Bob Igou, principal analyst for Gartner. "Improvements in the underlying technology of e-support have brought the use and perception of e-support to par with traditional phone-based support that is not technology-assisted."
According to a study conducted by independent research firm Zanthus(2), broadband subscribers are rapidly embracing customer service alternatives to traditional phone-based support. However, the research also indicates that more than half of broadband subscribers still prefer to receive support via the telephone. This preference paired with the fact that connectivity problems are the top call-driver to customer service, helped create the demand for VoiceAssist as a complementary solution to live phone support. VoiceAssist permits companies to accommodate those individuals that require assisted service more quickly, but also helps reduce the high costs traditionally associated with phone support.
SupportSoft VoiceAssist is available immediately. By easily integrating with all of SupportSoft software offerings, VoiceAssist further extends SupportSoft's end-to-end approach to multi-channel service and automation, spanning problem avoidance, self-service and intelligent assisted service for employees or customers in need of resolution for desktop or mobile computing issues.
About SupportSoft
SupportSoft is a leading provider of Real-Time Service Management (RTSM(TM)) software designed to accelerate and automate enterprise technical support, customer service and IT infrastructure management. Enterprises that have purchased our products and services include: ADP, Bank of America, Cisco Systems, IBM, Procter & Gamble, Siebel Systems, Sony and Thomson Financial. Managed service providers that have purchased our products to provide outsourced services to enterprises include: Accenture, ACS, CompuCom, CSC and IBM Global Services. Digital service providers incorporating our software into their service offerings include: Adelphia Communications, BellSouth, Charter Communications, Comcast Communications, Cox Communications, SBC Communications and TeliaSonera. For more information, visit www.supportsoft.com.
This press release contains forward-looking statements which are subject to significant risks and uncertainties. In particular, the statements relating to the benefits expected from the announced product and the rapid adoption of alternatives to phone-based support, are subject to a number of risks and uncertainties, including but not limited to, the technical challenges and time and effort involved in the integration, customer acceptance of the product, the rapid pace of technological change, the impact of continued economic downturns in either domestic or foreign markets, and other sales, marketing, and development challenges. A discussion of the risks and uncertainties that could affect SupportSoft are more fully set forth in the risks factors detailed from time to time in SupportSoft's SEC reports. Statements included in this release are based upon information known to SupportSoft as of the date of this release, and SupportSoft assumes no obligation to update information contained in this press release.
(1)"Use of E-Support Reaches Par in IT Organizations" Gartner Dataquest Executive Summary, by Bob Igou, April 2004
(2)"Is Speed Killing Customer Satisfaction?" A High-Speed Internet Support Quality Benchmark Survey from Zanthus, September, 2003
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