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COMCAST SELECTS SUPPORTSOFT'S NEW SMARTACCESS INSTALLATION SOLUTION--Software extends support automation end-to-end for enhanced customer service--Redwood City, Calif. - October 8, 2002 - SupportSoft, Inc. (Nasdaq: SPRT), the world's leading provider of support automation software, announced that Comcast Cable Communications, Inc., a division of Comcast Corporation, has entered into an agreement to utilize SupportSoft's new SmartAccess Solution to provide an installation wizard for broadband services. SmartAccess facilitates PC configuration at time of customer installation and enables ongoing support for the lifecycle of Comcast's high-speed Internet customers.Comcast also employs SupportSoft's Service Provider Resolution Suite software to provide simple and convenient online customer service and support to Comcast's more than 1.1 million high-speed Internet customers. With SmartAccess, Comcast can now extend end-to-end support automation starting from the first day of order. "SupportSoft's SmartAccess solution will help make our customers' high-speed Internet experience even easier and more convenient," said Mitch Bowling, vice president of Operations and Technical Support of Comcast. "Utilizing an integrated, end-to-end system from a single vendor will improve efficiency and effectiveness from installation to support diagnostics." With SmartAccess, SupportSoft extends the capabilities of its Service Provider Resolution Suite by allowing customers to determine if their computing system qualifies for a broadband connection and, if so, speed up the installation process for both current and future services. Once connected, customers benefit from the automated capabilities of SupportSoft's Service Provider Resolution Suite for all ongoing support needs. "As the leading provider of support automation solutions to the service provider market, we understand how important customer service is to this industry," said Radha Basu, chairman and CEO of SupportSoft. "We are delighted that a proven market leader such as Comcast has again chosen our software to help enhance the online experience for its customers." SupportSoft counts six out of the top eight North American Broadband Service Providers as its customers. About Comcast Headquartered in Philadelphia, Comcast Cable is a division of Comcast Corporation (www.comcast.com), a developer, manager and operator of broadband cable networks and provider of programming content. Comcast Cable is the third largest cable company in the United States. Providing basic cable, digital cable and high speed Internet services, Comcast Cable is the company to look to first for the communications products and services that connect people to what's important in their lives. The company's approximately 18,000 cable division employees serve more than 8.5 million customers in six geographic regions. 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 SupportSoft solution and the announced customer's planned use of the solution, are subject to significant risks and uncertainties including but not limited to the time and effort required to deploy the solution, technical challenges specific to the customer's implementation of the solution, 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. Editorial Contact: Joi Deaser SupportSoft 650.556-8930 joi@support.com top of page |
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