Adelphia Affirms Commitment to Broadband Customer Satisfaction with SupportSoft(email this article)

REDWOOD CITY, Calif., Sept. 16 /PRNewswire-FirstCall/ -- SupportSoft (Company Profile, Past Stories, Case Studies), Inc. (Nasdaq: SPRT - News), a leading provider of service and support automation software, today announced that Adelphia Communications has chosen its software for end-to-end service automation to support Adelphia's more than 900,000 broadband subscribers. Adelphia's purchase of SupportSoft's SmartAccess(TM), Service Automation Suite(TM), HomeNet(TM), and Knowledge Center(TM) software products is expected to help Adelphia resolve thousands of broadband customer service issues each month.

Adelphia Communications is the nation's fifth largest broadband cable provider. With the addition of Adelphia to the list of high-speed data customers, SupportSoft now counts 7 out of the top 9 North American broadband service providers among its many customers.

"Adelphia's broadband customer expansion continues to accelerate. To better serve our current subscribers and scale to meet future growth, we needed a proven service automation solution that would not only allow us to contain support costs, but help drive customer satisfaction and retention," said Matt Bell, director of high- speed data strategy and product development for Adelphia. "After an extensive competitive evaluation we found that SupportSoft had the best set of fully integrated software solutions for Adelphia's needs."

SupportSoft's SmartAccess product can help Adelphia enable its customers to determine if their computing system qualifies for a broadband connection, and if so, speed the installation process -- without the need for subscribers to use a CD. SupportSoft's Service Automation Suite can also help Adelphia provide quick and easy resolution to its customers' technical problems through online customer self-help. The Service Automation Suite enables customer service representatives to automatically gain insight into the individual customer's computing environment, after consent from the customer, which can speed time to personalized problem resolution. SupportSoft's Knowledge Center can help Adelphia's broadband customers and service representatives with faster access to more relevant information to answer "how to" questions. And finally, SupportSoft's HomeNet software can provide Adelphia's customers an easy solution for pre-qualifying, installing, configuring and receiving ongoing support for a home network.

"Adelphia's decision to standardize on SupportSoft's family of high-speed data solutions is the latest endorsement among leading cable companies of our approach toward automating the customer service process for broadband subscribers," said Radha Basu, chairman and CEO of SupportSoft. "Competition brings out the best in our company and our software. Our customers recognize the difference and know that our software will pay dividends for them in better service delivery, preparing for future growth and decreasing operating expenses. We look forward to helping Adelphia realize the same benefits."

About Adelphia

Adelphia Communications Corporation is the fifth-largest cable television company in the country. It serves 3,500 communities in 31 states and Puerto Rico, and offers analog and digital cable services, high-speed Internet access (Adelphia Power Link), and other advanced services.

About SupportSoft

SupportSoft is a leading provider of service and support automation and endpoint management software for corporate enterprises and broadband service providers worldwide. 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, increase revenues and drive user satisfaction. Global 2000 companies using SupportSoft's comprehensive family of software solutions include enterprises like Procter & Gamble, Clorox, GE, Cisco Systems, Bank of America, NEC, BT and Schlumberger, broadband providers like Comcast, BellSouth and Cox Communications, OEMs and System Integrators like IBM, Sony, Siebel Systems and CSC. SupportSoft has offices and customers located throughout the world. For more information, visit www.supportsoft.com

This press release contains forward-looking statements, including the statements about the expected benefits from the SupportSoft solution and the announced customer's planned use of the solution, which are subject to significant risks and uncertainties including but not limited to the time and effort required to configure, test and deploy the software, the announced customer's continued acceptance and usage of the solution, technical challenges specific to the announced customer's implementation of the solution, and competition from other vendors. Additional risks and uncertainties are set forth in SupportSoft's SEC filings. SupportSoft assumes no obligation to update the information in this press release.