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SUPPORT.COM’S ESUPPORT INFRASTRUCTURE SELECTED BY SONY ELECTRONICSRedwood City, CA, September 14, 2000- Support.com, Inc. (NASDAQ: SPRT), a provider of eSupport infrastructure software, today announced that Sony Electronics Inc. (www.sony.com) has selected its eSupport platform to automate and personalize customer support for all new Sony VAIO desktop PCs and most notebook* personal computers (PCs) launching in Fall 2000. Support.com will provide Sony’s support organization with Support.com’s software, which enables self-healing, self-service and optimized assisted-service capabilities for PC users.Additionally, Support.com’s software enables Sony to provide a support portal, which allows for better solution matching and automates problem resolution for VAIO PC users. These solutions offer customers of Sony VAIO PCs the option to receive system diagnosis and remedy via Internet connection, as an alternative to calling Sony’s Customer Information Services. Support.com’s eSupport technology addresses the challenges most computer companies face: accessing data via different, incompatible client devices, and providing customers with quality support that is personalized and conducted over the Web. Regardless of whether the user is in a disconnected or connected state, Support.com software enables companies to provide high-quality support for their customers. “By offering Support.com’s eSupport on the new Fall 2000 Sony VAIO PC lineup, we can further improve customer satisfaction by providing a single point of contact for automated trouble-shooting and immediate problem resolution,” said Tom Brown, president of Sony Electronics’ Personal Network Company Engineering and Manufacturing Division. Support.com’s eSupport infrastructure automates the support function by bringing it to the Web. When a problem occurs and the end user requests tech support, SmartIssue, one of the main components of Support.com’s eSupport infrastructure, gathers and records information from the user’s system from the moment of the request. This information is gathered for the Support Portal Hub -- the single point of integration for all support content, technologies and processes. The Hub uses the personalized information to analyze the problem for quick and easy problem resolution. Support.com’s SmartIssue is compliant with Microsoft’s Support Automation framework, as defined in its current PCHealth initiative. “We believe that moving to an eSupport model is essential as delivering support gets more and more difficult and becomes more of a challenge as new Internet access appliances, products, and services permeate the market,” said Radha Basu, CEO of Support.com. “The speed of accessing information on devices, like PCs, has quickened. When end users encounter a problem with using their device, they will expect rapid resolution, and Support.com is providing technology and design leaders, like Sony, with the standard in personalized and interactive support solutions for PCs.” Sony VAIO personal computers with eSupport are expected to be released in the third quarter of 2000. * Models not available with eSupport: PCG-F630, PCG-F610, PCG-F676 and PCG-Z505GE About Support.com Support.com is a leading provider of eBusiness infrastructure software that automates and personalizes user support over the Internet. The company’s eSupport software is designed to help eBusinesses scale, accelerate growth, and increase customer satisfaction and retention. Support.com’s software enables web-based support across an extended enterprise of customers, supply chain partners, and employees, automating the resolution and management of support requests in complex eBusiness environments. Support.com offers customers the ability to automate problem avoidance through self-healing, promote call avoidance through user self-service and improve problem resolution through optimized, assisted support. Our customers include leading eBusinesses such as Cisco, General Electric, Bear Stearns, and JCPenney, and leading service providers such as Excite@Home, Samsung SDS, Compaq, Computer Sciences Corporation and everdream. For more information about Support.com, call 877-493-2435 or visit our 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 may be identified by use of the terms anticipates, believes, continue, could, can, estimates, expects, intends, may, plans, potential, predicts, should or will, or the negative of those terms or similar expressions. These forward-looking statements are subject to significant risks and uncertainties. Actual results may differ materially from those described in such statements as a result of these risks and uncertainties. In particular, the statements relating to the announced customer’s planned use and deployment of the Support.com solution and the specific technical and financial benefits the customer expects to achieve with Support.com’s solution, including better solution matching, improved service, alternatives to calling, and immediate problem resolution are subject to a number of risks and uncertainties including the remaining time and effort required to complete the deployment, which could be greater than expected, technical challenges specific to the customer’s implementation of the solution, and other factors particular to the customer which could impact whether the customer continues to use Support.com’s solution in the future. A fuller discussion of the risks and uncertainties that could affect Support.com are more fully set forth in the Risk Factors section of Support.com's Registration Statement on Form S-1 filed with the Securities and Exchange Commission on July 18, 2000. Support.com assumes no obligation to update forward-looking information contained in this press release. Support.com and its products and components, and related logos, are trademarks of Support.com, Inc. in the U.S. and other countries. All other product, trademark, company or service names mentioned herein are the property of their respective owners. Editorial Contact: Mary Demyan Support.com 650-556-8531 maryd@support.com top of page |
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