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SUPPORTSOFT EXTENDS LEADERSHIP IN SUPPORT AUTOMATION WITH THREE NEW PRODUCTSNew Enterprise Software Speeds Up Diagnosing, Tracking and Resolving Urgent Technical ProblemsRedwood City, Calif. – August 6, 2002 -- SupportSoft, Inc. (Nasdaq: SPRT), the world’s leading provider of support automation software, today announced the extension of its problem resolution software platform with the introduction of three new products. The new enterprise software offerings address urgent pain points faced by corporate IT organizations today, while providing a clear growth path to a comprehensive support automation solution in the future with SupportSoft’s flagship product for enterprise support, the Resolution Suite™.These latest product introductions are the culmination of new product activity during the past month in which SupportSoft announced new infrastructure solutions for proactive problem management that help avoid support problems altogether, and the Knowledge Center™ for knowledge automation, which delivers new levels of precision for problem resolution via highly personalized, automated answers. All of the company’s software products are designed to help enterprises reduce their operating expenses by removing manual steps in the service and support process, and by resolving IT management, employee or customer technical problems automatically. The result is more productive users and higher cost savings for the enterprise. The three solutions introduced today bring advanced functionality to common technical problems faced by IT organizations, as well as deliver new capability for emerging problems. With the Request, Resolve and Notify™ product, users can track the status of their service problem via the Web, as well as be provided with an automated solution. With the Remote Assistant™ product, remote control sessions are likely to be shorter and more productive for both the analyst and user, since the software automatically gathers personal characteristics of the user’s system, with the user’s consent, to help diagnose problems and speed up their resolution. Lastly, the Mobile Device Assistant™ product helps IT organizations meet rapidly rising support demands for today’s mobile workforce, whether they are using laptop computers powered by Microsoft Windows or handheld devices using the Palm, RIM or Pocket PC operating systems. All of the new products are designed to work either independently or in combination with each other. “Gartner Dataquest predicts that by 2004, there is an 80% probability that 75% of software support incidents will be resolved using support automation technology. The combination of self-healing, automated-diagnosis and self-service technologies can significantly reduce the burden on IT support staff and call centers,” said Bob Igou senior analyst at Gartner, Inc. “In addition, companies have found that solutions like mass healing that are lightweight and easily deployable can be a big advantage for proactively avoiding widespread loss of worker productivity as a result of events like virus attacks.” “These new software solutions, combined with those introduced within the last month, underline SupportSoft’s commitment to remain the leader in support automation through meeting customer demands for continued product innovation,” said Radha Basu, Chairman and CEO of SupportSoft. “Our latest software introductions address infrastructure issues to pre-empt enterprise-wide problems before they occur, as well as automatically resolve ongoing support problems faced individually by enterprise employees, customers or partners. No matter what the case, it’s increasingly apparent that for today’s technology driven enterprise the delivery of high quality service and support has become a forethought rather than an afterthought.” Request, Resolve and Notify is a “closed loop” service request management solution. Request, Resolve and Notify tracks the status of user service requests, automatically notifies the user when the solution to the request has been identified, and can provide a “one click” resolution to their problem. This “no hold time” solution puts the emphasis on service so employees are confident their request is being handled. It also serves to reduce “problem status” calls into the service desk, freeing up valuable end-user and IT support analyst time. Remote Assistant brings new remote problem solving functionality to IT analysts, helping eliminate costly and time-consuming desk side visits. SupportSoft’s Remote Assistant has an “instant-on” capability that eliminates the need to install special software on the client side in advance or the need to re-boot the user’s computer. Moreover, incorporating patented permission-based diagnostic technology, Remote Assistant provides to the analyst a complete statistical hardware and software profile of a remote user’s system to speed up problem identification and resolution. Using Remote Assistant, the analyst is much more likely to resolve a problem on the first try and eliminate guesswork, including the ability to support mobile employees through firewalls. Mobile Device Assistant is a self-service knowledge automation solution for the mobile worker. The product increases productivity for the mobile workforce by enabling them to resolve problems in real time without the need to contact a support representative. The Mobile Device Assistant provides users of devices employing the Palm, RIM, PocketPC-based and Microsoft Windows-based operating systems with an embedded and searchable knowledgebase for answers to problems while offline. In addition, users can “store and restore” connection settings to return their device to a known working state when they encounter problems, quickly reducing lost productivity. Finally, should a user need to contact a support representative, device system information is automatically provided to the analyst to speed up the problem resolution process. Availability All three new products for enterprise support will be available in the third quarter of 2002. Products may be purchased individually, or in conjunction with SupportSoft’s recently introduced infrastructure problem management solutions, or SupportSoft’s new Knowledge Center. About SupportSoft SupportSoft (Nasdaq: SPRT) is the world's leading provider of support automation software. SupportSoft’s patented 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. Global 2000 companies using SupportSoft's software include corporate enterprises like GE, Cisco Systems, BT and Schlumberger, plus OEMs and service providers like IBM, Sony, CSC, Comcast and BellSouth. SupportSoft has offices worldwide. For more information, visit www.supportsoft.com. This press release contains forward-looking statements, including the statements about the expected benefits from the new SupportSoft solutions and the future benefits of support automation generally, are subject to significant risks and uncertainties including but not limited to the time and effort required to deploy the software, technical challenges specific to customers’ implementation of the solutions, and the rapid pace of technological change. Additional risks and uncertainties are set forth in SupportSoft's SEC filings. SupportSoft assumes no obligation to update the information in this press release. SupportSoft; Resolution Suite; Request, Resolve, and Notify; Remote Assistant; Knowledge Center; and Mobile Device Assistant are trademarks of SupportSoft, Inc. in the U.S. and other countries. All other trademarks belong to their respective owners. Editorial Contact: Joi Deaser SupportSoft 650.556-8930 joi@support.com top of page |
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