REDWOOD CITY, Calif., Aug. 2 -- SupportSoft, Inc. (Company
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SupportSoft's ServiceVerify software also reduces unnecessary service provider truck-rolls to the customer's premises by putting service automation technology and best practice resolutions at the fingertips of customer service representatives (CSRs) within the call center, as well as dispatchers and technicians in the field. Customer-facing personnel can now receive and act- on diagnostics information from a number of key data sources -- spanning from the customer premises equipment (CPE) to the network -- via a PC or handheld device. The software's easy-to-use "red light/green light" results can quickly pinpoint potential problems, whether with wiring, VoIP hardware (MTAs) and high-speed data modems for either cable or DSL. Then, ServiceVerify can automatically link existing problems to the best real-time resolution to solve the issue, deterring a costly service visit to the customer location.
ServiceVerify also enables an automatic "whole house health check" to increase first-time installation by validating that services are operating properly before the technician leaves the customer site, or before the self- installation customer needs to make a service call that can lead to a truck roll. Afterward, a "golden record" captures and stores the working state at the time of installation or service for future problem evaluation and pre- emptive resolution. Since ServiceVerify can be used at any time during the customer's lifecycle, whole house health checks can be performed to proactively identify and schedule resolution of problems before they become a customer service issue or provide a service technician with a plan of attack before even reaching the customer's house.
"The move by digital service providers to offer their customers with a bundled set of voice, video and broadband service offerings is a rapidly emerging trend," said James Morehead, Director of Product Marketing at SupportSoft. "However, to successfully scale to meet new customer demand requires a service automation solution that reflects the unique installation characteristics of each triple play offering. ServiceVerify provides the answer in one product that meets the needs of all three, and allows service providers to get it right from the start as these services are launched."
ServiceVerify is built upon SupportSoft's Real-Time Service Management software platform and is available immediately.
About SupportSoft
SupportSoft (Nasdaq: SPRT) 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, CGE&Y, CGI, 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, Time Warner, TeliaSonera and UPC.
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 trend of offering a bundled set of voice, video and broadband services, are subject to a number of risks and uncertainties, including but not limited to, the technical challenges and time and effort involved in the deployment of the solution, 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.
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