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BellSouth Selects Support.com to Enhance BellSouth FastAccess Internet ServiceREDWOOD CITY, Calif.--Aug. 6, 2001--Support.com, Inc. (Nasdaq:SPRT - news), the leading provider of support automation software, today announced that BellSouth (NYSE: BLS - news) has selected Support.com to enhance technical support and web self-help for its BellSouth® Fast Access® DSL customers.Support.com's software platform is designed to increase customer satisfaction by providing quick and easy resolution to technical problems through a new online customer self-help tool for BellSouth FastAccess Internet Service customers. This announcement further solidifies the position of Support.com as the preferred choice for support automation software among broadband service providers worldwide. Consistently recognized for superior customer satisfaction, BellSouth has been ranked number one among telecommunications companies measured by the American Customer Satisfaction Index (ACSI) for eight consecutive years. Support.com's software is designed to integrate with BellSouth's current infrastructure, Customer Relationship Management and knowledge base systems to empower thousands of DSL customers to solve many of the most common technical and service problems through ``self-help'' capabilities. When assisted service is required, Support.com's patented SmartIssue(TM) feature provides BellSouth customer representatives with more precise information about the customer's problem, so they can accurately resolve the issue more quickly and personally. ``We are always striving to create the very best in on-line support for our customers and at the same time strengthen our existing call center support for them,'' said Ralph de la Vega, president of BellSouth broadband and Internet services. ``Using Support.com, we will provide a rewarding experience for our customers by giving the option for self- help via the web.'' A key advantage to automating the support process is that it can easily scale to service a rapidly expanding customer base. With Support.com's software, BellSouth can help ensure that each customer has access to high quality service. This becomes especially important as value-added technologies are introduced to the market and less experienced computing users sign on to DSL based Internet access. Through personalized service initiatives such as support automation, BellSouth intends to maintain its industry lead in providing superior customer care. ``With analysts predicting more than 400 percent growth in U.S. broadband subscribers in the next three years, the broadband service provider market is actively adopting support automation solutions, as providers seek to differentiate themselves through the quality of service they provide to their subscribers,'' said Radha Basu, Chairman and CEO of Support.com. ``BellSouth's reputation as a leader in customer satisfaction makes their choice of our solution especially gratifying. It will help them to deliver an unparalleled service standard as they grow their DSL customer base.'' About BellSouth Corporation BellSouth Corporation is a Fortune 100 communications services company headquartered in Atlanta, GA, serving nearly 46 million customers in the United States and 16 other countries. Consistently recognized for customer satisfaction, BellSouth provides a full array of broadband data and e-commerce solutions to business customers, including Web hosting and other Internet services. In the residential market, BellSouth offers DSL high-speed Internet access, advanced voice features and other services. BellSouth also provides online and directory advertising services, including BellSouth® Real Pages(SM).com. BellSouth owns 40 percent of Cingular Wireless, the nation's second largest wireless company, which provides innovative wireless data and voice services. About Support.com Support.com (NASDAQ: SPRT - news) is the leading provider of support automation software. Corporate enterprises and service providers select Support.com because its unique software platform allows businesses to automate and personalize the support they provide to their customers, partners and employees, helping them reduce costs and drive user satisfaction. Fortune 1000 companies using Support.com's software include corporate enterprises like GE, Cisco Systems, Delta Air Lines, and Bear Stearns, plus OEMs and service providers like IBM, Sony, CSC and Excite@Home. A recognized technology leader, Support.com has received four patents including those for its DNA Probe(TM) and SmartIssue(TM) technologies. Support.com's headquarters are in Redwood City, California, with offices worldwide. For more information about Support.com, please visit the company's web site at www.support.com. This press release contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. These forward-looking statements are subject to significant risks and uncertainties. In particular, the statement about the announced customer's planned use of and the expected benefits from the Support.com solution, the expected growth of the broadband market and the expected adoption of support automation solutions are subject to a number of risks and uncertainties, including but not limited to the remaining time and effort required to complete the deployment, technical challenges specific to the customer's implementation of the solution, the rapid pace of technological change, and other economic challenges. A discussion of the risks and uncertainties that could affect Support.com are more fully set forth in the risks factors detailed from time to time in our SEC reports, including those described in the Annual Report on Form 10-K. Statements included in this release are based upon information known to Support.com as of the date of this release, and Support.com assumes no obligation to update information contained in this press release. Note to Editors: Support.com, Resolution Suite, SmartIssue, and DNA Probe are registered trademarks or trademarks of Support.com, Inc. in the U.S. and other countries. All other trademarks belong to their respective owners. Editorial Contact: Joi Deaser Support.com 650.556-8930 joi@support.com top of page |
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