Cox Communications and SupportSoft to Discuss Solutions for Customer Service Excellence at the 2004 Forrester Consumer Forum (email this article)

REDWOOD CITY, Calif., Sept. 15 /PRNewswire-FirstCall/ -- SupportSoft (Company Profile, Past Stories, Case Studies), Inc. (Nasdaq: SPRT - News), a leading provider of Real-Time Service Management (RTSM(TM)) software, together with Cox Communications, will deliver a presentation on how automation technologies can offer an exceptional broadband customer experience to spur greater satisfaction, profitable adoption of services, and competitive differentiation. The presentation will take place at Forrester's Consumer 2004 Forum, "Delivering Breakthrough Multichannel Customer Experiences." Forrester is a leading independent technology research company that focuses on the business implications of technology change and best practices. The track session, lead by industry expert and Forrester Analyst, John Ragsdale, will examine four key areas of technology -- proactive service, knowledge enabled self-service, voice-enabled solutions, multi-channel personalization and online account management/eBilling -- that not only enable stellar customer service today, but also offer insightful perspective on what the support operations of the future will entail. The joint presentation will explore how high customer satisfaction is a major contributor to brand loyalty and add-on product sales, and will show how automation technologies are helping service providers to deliver on these goals.

WHAT: Cox and SupportSoft joint presentation: "Four Technology Areas Enabling Excellent Customer Service Experience"

WHERE: Forrester Consumer Forum 2004, Grand Hyatt New York, NYChttp://www.forrester.com/Events/Overview/0,5158,671,00.html

WHO: Joel McGinley, Executive Director of Customer Care Applications, Cox Communications Chris Grejtak, Senior Vice President, SupportSoft

WHEN: Tuesday, September 21st, 12:45 p.m. - 2:45 p.m. EDT

About SupportSoft
SupportSoft is a leading provider of Real-Time Service Management (RTSM(TM)) software designed to ease enterprise technical support, provide for IT endpoint automation and enable triple play service automation for VoIP, video or broadband delivery by service providers to their customers. Digital service providers benefiting from SupportSoft solutions include Adelphia Communications, BellSouth, Charter Communications, Comcast Communications, Cox Communications, Time Warner, TeliaSonera and UPC. Enterprises that have licensed SupportSoft software for IT requirements include ADP, Bank of America, Cisco Systems, IBM, Procter & Gamble, Siebel Systems, Sony and Thomson Financial. Managed service providers that utilize our solutions to provide outsourced services to their enterprise customers include Accenture, ACS, CGI, CompuCom, CSC and IBM Global Services.