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Support.com and BroadJump Announce Comprehensive Broadband Support SolutionREDWOOD CITY, Calif. & AUSTIN, Texas---Dec. 5, 2001--Joint Product and Marketing Arrangement Unites Market Leaders in Support Automation and Broadband Service Fulfillment Support.com, Inc. (Nasdaq:SPRT - news), the world's leading provider of support automation software, and BroadJump, Inc., the broadband software leader, today announced a joint product and marketing arrangement to bring to market a single, end-to-end consumer support solution created specifically for the needs of broadband service providers. The combination of BroadJump's proven installation and connection management technology with Support.com's Resolution Suite software platform is expected to create an unmatched solution to enable service providers to dramatically reduce costs, while helping to drive subscriber satisfaction through timely, reliable and personalized service. By leveraging their industry-leading solutions and unrivaled customer successes, the two companies are designing the Broadband Resolution Suite, to enable subscriber ``point-and-click'' self-service and assisted service, starting from the time of installation and continuing throughout the entire subscriber lifecycle. By bringing together the industry's leader in broadband software with the market-leading support automation company, this arrangement gives service providers a single, best-of-breed solution based on proven technology. The BroadJump and Support.com customer bases together serve over 60 percent of the broadband subscriber market in North America. ``For broadband customers there is no substitute for speed, whether it's network access or speed of customer service. Implementing an effective support automation solution starting with the customer's initial installation experience and continuing through their ongoing success in accessing the Internet is essential to total customer satisfaction,'' said Doyle Minton, vice president, customer care, Charter Communications. ``Now, with the Broadband Resolution Suite from Support.com and BroadJump, we will be able to deliver the best possible service experience for our customers.'' The Broadband Resolution Suite is designed to provide a highly personalized support solution that can pinpoint subscriber problems and solve them quickly, accurately and automatically. In addition, the Broadband Resolution Suite is designed to allow integration with service providers' CRM and help-desk ticketing systems, creating a more automated problem resolution process. This gives customer support representatives access to more detailed information to resolve problems faster with less subscriber interaction. ``The demand for high-speed Internet access should not be slowed by lack of acceptable customer service and support,'' said Radha Basu, chairman and CEO of Support.com. ``Our joint product and marketing arrangement with BroadJump should help quicken the pace of broadband adoption by giving broadband service providers a proven, integrated and scalable customer service solution that eases deployment, reduces expenses, and assists with subscriber retention through always-on, always- accessible automated support.'' With its focus on subscriber self-service and assisted service, the Broadband Resolution Suite is expected to meet the growing demand for broadband service. Cahner's In- Stat Group forecasts that the number of broadband subscribers will top the 21 million mark globally by the end of 2001 and reach nearly 84 million by 2005. In addition, subscribership in the United States is expected to increase from 6.8 million to more than 19 million between 2000 and 2002. ``The ability to offer first-class service and support for high-speed access is critical for service providers to grow and maintain their subscriber numbers,'' said Kip McClanahan, president and CEO of BroadJump. ``By creating an end-to-end support solution, BroadJump and Support.com are giving service providers the tools necessary to manage high-speed access throughout the entire subscriber lifecycle -- a key differentiator to help decrease costs and increase revenue potential.'' About Support.com Support.com (Nasdaq:SPRT - news) is the world's leading provider of support automation software. Support.com'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 Support.com's software include corporate enterprises like GE, Cisco Systems, British Telecom and Schlumberger, plus OEMs and service providers like IBM, Sony, CSC, and BellSouth. Support.com has offices worldwide. For more information, visit www.support.com. About BroadJump BroadJump, Inc. (www.broadjump.com) creates software that allows residential broadband service providers -- cable, DSL and fixed wireless -- to streamline installation, manage the connection and enable the fulfillment of new services. With BroadJump's solutions, service providers can enhance the subscriber experience through intelligent deployment of applications, content and valuable new services. BroadJump's announced customers include Adelphia Communications, AT&T Broadband, Bell Canada, BellSouth Corporation, Charter Communications, Road Runner, SBC Communications, Sprint, and Time Warner Cable. Founded in November 1998 by broadband and software industry veterans, BroadJump is headquartered in Austin, Texas, with offices throughout North America and Canada. 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 are subject to significant risks and uncertainties. In particular, the statements relating to the availability of and benefits expected from the Broadband Resolution Suite, the growing demand for broadband service and the expected and continued collaboration between the companies are subject to a number of risks and uncertainties, including but not limited to the technical challenges and remaining time and effort to complete the integration, customer acceptance of the product, the rapid pace of technological change, the impact of continued economic downturns in either domestic or foreign markets, and other sales, marketing, and development challenges. A discussion of the risks and uncertainties that could affect Support.com 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 Support.com as of the date of this release, and Support.com assumes no obligation to update information contained in this press release. Note to Editors: Support.com and Resolution Suite are trademarks of Support.com, Inc. in the U.S. and other countries. All other trademarks belong to their respective owners. Editorial Contact: Joi Deaser Support.com 650.556-8930 joi@support.com top of page |
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