Redwood City, Calif. and Chelmsford, Mass. – October 13, 2004 – SupportSoft (Company
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Studies) , Inc. (Nasdaq: SPRT), a leading provider of Real-Time Service Management (RTSM™) software, and Brix Networks, Inc., the trusted provider of Voice over Internet Protocol (VoIP) performance management solutions, today announced an alliance to integrate the companies’ software to streamline VoIP customer service delivery.
Through assessment and verification of voice quality and network connectivity, combined with problem diagnosis and automated resolution, the integrated solutions can help solve common issues associated with the installation and use of VoIP. The solutions are designed to assist service providers gain more efficient deployment of VoIP services at the time of installation, as well as enhance ongoing customer service for households and small businesses.
Together, the Brix and SupportSoft solutions can automate, verify, and test call quality to ensure successful VoIP installation, and provide proactive notification of any degradation in service levels for immediate resolution. For example, Brix software measures VoIP threshold qualities for issues such as jitter, latency, and packet loss. This information can be dynamically evaluated by SupportSoft software for both the network and the customer premises equipment (CPE) to help speed problem diagnosis and automated resolution. The result for service providers is the ability to more quickly resolve latent issues at the time of installation, or more accurately pinpoint problems during future service calls.
Customer service representatives (CSRs), service dispatchers, and field technicians, as well as VoIP customers, can all benefit from the solutions’ combined functionality. Moreover, the software can work together to provide detailed information on both service levels and network functionality, including the ability to capture a "golden record" for historical reference on problem management, to quicken future problem diagnosis and resolution.
“Industry analysts agree that VoIP represents one of the most significant opportunities to expand IP networks. But with anticipated market growth also comes unanticipated customer and network technical problems for service providers,” said James Morehead, senior director of product management for SupportSoft. “Our alliance with domain expert Brix Networks provides us with access to a proven leader’s VoIP assurance solutions. Combined with SupportSoft’s market leadership among service providers worldwide, both companies are now better positioned to help forward-looking telcos and cable providers take full advantage of IP-based voice technologies, a key ingredient in triple play delivery.”
“Ensuring consistent network reliability and highquality of service contribute to a great customer experience, which is vital to the successful adoption of VoIP,” said David Kaufman, director of product management at Brix Networks. “By partnering with SupportSoft, which has a pragmatic vision for automatically resolving issues both within the ‘last mile’ of the network and within the customer premises, the two companies will allow service providers to proactively verify the quality of a subscriber’s VoIP service and, if unacceptable, isolate and correct issues in the infrastructure.”
About Brix Networks
Brix Networks is the trusted provider of real-time service assurance and performance management solutions that allow carriers, service providers, cable companies, large enterprises, and government agencies to build, operate, and assure their VoIP networks and services. The Chelmsford, Mass.-based company’s award-winning hardware and software products let network operators proactively manage the quality and reliability of their offerings. Additional information about Brix Networks can be found on the company’s Web site at www.brixnet.com, and by calling 978-367-5600, or 1-888- BRIXNET.
About SupportSoft
SupportSoft (Nasdaq: SPRT) is a leading provider of Real-Time Service Management (RTSM™) 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 the Company’s solutions to provide outsourced services to their enterprise customers include Accenture, ACS, CGI, CompuCom, CSC and IBM Global Services.
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