SupportSoft Announces Enhanced Service Offering for IBM Mobile Device Management Solutions(email this article)

REDWOOD CITY, Calif., Sept. 23 /PRNewswire-FirstCall/ -- SupportSoft (Company Profile, Past Stories, Case Studies) , Inc. (Nasdaq: SPRT - News), a leading provider of service and support automation software, today announced an agreement with IBM that provides product integration and co-marketing for IBM's Device Management Solutions with SupportSoft's Mobile Device Management Suite.

The integrated solution is designed for wireless service providers to provide automated customer self-service and self-healing functionality, as well as intelligent assisted service to mobile device users. IBM currently utilizes SupportSoft's support automation software for its ThinkPad and its line of desktops, and offers SupportSoft's solution for its Intel-based eServer series line of servers. Further, IBM Global Services licenses SupportSoft's software for inclusion in its Virtual Help Desk product offering.

IBM's Device Management Platform, part of IBM's WebSphere Everyplace Server Service Provider Offering software, incorporates IBM Tivoli's device management technology and provides a middleware integration platform that links SupportSoft's Mobile Device Management Suite to mobile devices through open standards. The result is customer service that is more automated, helping provide personalized, real time customer service and support to mobile device users. The technology integration between SupportSoft and IBM focuses on OMA/SyncML DM interoperability for mobile devices.

The integrated solution features a customer service analyst interface and a communication platform, to enable carriers to more easily diagnose and solve problems on their customers' PDAs, laptops or mobile phones. The solution can be used by analysts over the phone to diagnose and fix customer problems, and can also include a customized self-service portal for customers to solve their own problems online. The result is that wireless service providers can reduce costs by shortening the time to problem resolution for customers via the telephone, or avoiding problem calls altogether via customer self-service. At the same time, mobile customers benefit from easy access to support answers when and where they need them on the go.

The solution will be demonstrated at IBM's Pervasive Computing Media Day on September 23rd at IBM's Industry Solutions Lab in Hawthorne, New York.

"As data and voice are increasingly integrated into single devices, customer service analysts need to have more sophisticated tools to diagnose and solve their customers' problems -- remotely," said Gene Cox, Director, Product Management, IBM Pervasive Computing Division. "IBM's technology, along with SupportSoft's solution, can help wireless service providers decrease support costs and increase customer satisfaction."

"IBM's selection of SupportSoft as the agent enablement software of choice for mobile devices is gratifying, and deepens our already strong relationship with IBM," said Chris Grejtak, senior vice president of worldwide marketing and business development for SupportSoft. "The need for simple, automated and effective support for mobile devices continues to grow as these devices become ubiquitous and more complex."

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 statements relating to the availability of and benefits expected from the integrated solution, the growing need for device support, and the expected and continued collaboration between the companies. These forward-looking statements are subject to a number of risks and uncertainties, including but not limited to the technical challenges for customers using both companies' solutions, customer acceptance of the product, the rapid pace of technological change, the impact of continued economic downturns in either domestic or foreign markets, the impact of competition, other sales, marketing, and development challenges, and other risks which are more fully set forth in the risks factors detailed from time to time in our SEC reports. Statements included in this release are based upon information known to SupportSoft as of the date of this release, and SupportSoft assumes no obligation to update information contained in this press release.