Cox Communications Finds Answers with SupportSoft Real-Time Service Management (email this article)

REDWOOD CITY, Calif., Oct. 27 /PRNewswire-FirstCall/ -- SupportSoft (Company Profile, Past Stories, Case Studies), Inc. (Nasdaq: SPRT - News), a leading provider of real-time service management software, today announced the successful deployment of SupportSoft's Knowledge Center Suite(TM) within Cox Communications, a Fortune 500 and leading cable communications company. The Knowledge Center Suite leverages SupportSoft's Real-Time Service Management (RTSM) software platform that allows problems to be automatically put into context, their cause to be diagnosed and, once determined, resolved -- or even avoided altogether -- in real time.

Using SupportSoft's Knowledge Center Suite, Cox Communications' enterprise IT Help Desk Coordinators can now benefit from knowledge automation, which streamlines knowledge management and can turn static information into active answers for problems experienced by the company's 25,000 employees. The Coordinators support Cox offices in 25 states and 200 customized software applications.

Specifically designed for service and support environments, SupportSoft's Knowledge Center Suite leverages patented personalization technology based on the user's context by automatically determining such parameters as PC environment or Web site location, in order to present only the most relevant information ranked by effectiveness weighting. Further, it can intelligently automate complex tasks via one-click-fixes, liberating the end-user from manual and error-prone tasks, all in real-time. Other knowledge automation benefits include streamlined knowledge creation for analysts, and the ability to filter knowledge based on the specific information needs of individuals or groups within the enterprise.

Cox Communications' requirements for knowledge automation focused on boosting first call resolution rates up to 80%, and promoting job effectiveness for IT Help Desk Coordinators by increasing the number of "solved" trouble tickets in less time. Key differentiators that positioned SupportSoft's Knowledge Center Suite from its competitors during Cox's review process were the software's ability to customize analyst tools and grow into a comprehensive support automation solution. The solution also integrated seamlessly with Cox's existing Remedy call tracking system.

"Cox Communications has a committed focus to lead the industry in service delivery, and we've effectively done this by continually extending and enhancing our support infrastructure not only for our customers -- but for our employees as well," said Nicholas Sourant, Director IT Help Desk at Cox Communications. "By identifying key solutions, such as SupportSoft's Knowledge Center Suite, we believe we can reach our goal to operate as a highly effective and streamlined organization delivering world-class service and support."

"Cox is one of the nation's largest cable providers, and already uses SupportSoft's Service Automation Suite(TM) software as its customer service standard for its broadband subscribers, so we're doubly pleased that Cox selected our Knowledge Center Suite to help its own employees in a manner consistent with the same high quality of support it provides to its customers," said Radha Basu, Chairman and CEO of SupportSoft.

About SupportSoft

SupportSoft is a leading provider of real-time service management software designed to accelerate and automate enterprise technical support, customer service and IT infrastructure management. Enterprises that have purchased our products and services include: ADP, Bank of America, Cisco Systems, IBM, Procter & Gamble, Siebel Systems, Sony and Thomson Financial. Managed service providers that have purchased our products to provide outsourced services to enterprises include: Accenture, ACS, CompuCom, CSC, IBM Global Services and Perot Systems. Digital service providers incorporating our software into their service offerings include: Adelphia Communications, BellSouth, Charter Communications, Comcast Communications, Cox Communications, SBC Communications and TeliaSonera. For more information, please visit www.supportsoft.com.

This press release contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934. These forward-looking statements are statements that relate to future events and include, but are not limited to, the expected benefits and usage of our products. Forward-looking statements are subject to risks and uncertainties that could cause actual results to differ materially from those discussed in these forward-looking statements. These risks and uncertainties include, but are not limited to: the inability of our software to operate with hardware and software platforms that are used by our customers now or in the future, system failures that may cause an interruption in our customers' ability to use our products or services as well as other risks detailed from time to time in our SEC filings, including those described in the section "Management's Discussion and Analysis of Financial Condition and Results of Operations -- Other Factors Affecting our Business and Operating Results" in our Annual Report on Form 10-K, and Quarterly Report on Form 10-Q. 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.