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COX COMMUNICATIONS BUILDS CUSTOMER SATISFACTION WITH SUPPORT.COM AND BROADJUMP SERVICE AND SUPPORT SOLUTIONSupport.com and BroadJump Extend Broadband Market Leadership by Enabling Cox to Deliver Enhanced Service and Support to SubscribersRedwood City, CA, December 20, 2001-- Support.com, Inc. (Nasdaq: SPRT), the world's leading provider of support automation software, and BroadJump, Inc., the leader in broadband software, announced today that Cox Communications has selected the Broadband Resolution Suite, the industry's most advanced service and support solution. Jointly developed by Support.com and BroadJump, the Broadband Resolution Suite enables Cox Communications to offer its subscribers "point-and-click" self-service capabilities through assisted service, starting from the time of installation and continuing throughout the customer' lifecycle. The result is faster, more personalized customer care on-demand for Cox Communications' more than 780,000 high-speed cable modem subscribers.Among the nation's largest broadband communications companies, Cox provides cable TV service to over 6.2 million customers and digital cable TV to 1.2 million subscribers. In addition, the company continues to expand its offerings in the telecommunications and Internet arenas and currently offers cable-based Internet access and local and long-distance phone services to over 1 million subscribers. "The Broadband Resolution Suite specifically addresses our business need to have one comprehensive and tightly integrated software approach to automated customer service, whether the customer's need is at time of installation or at any time throughout our relationship with them," said Kimberly Edmunds, Vice President of Customer Service of Cox Communications. "We've learned that fast, personalized customer service is just as valuable to our subscribers as a fast network connection. The Broadband Resolution Suite gives us the flexibility to better serve our customers, even as it allows us to rapidly and efficiently scale to meet growing market demand for high speed Internet access." "Cox Communications' selection of the Broadband Resolution Suite for their customer care requirements is yet another vote of affirmation on the benefits that service and support automation can bring to service providers and their customers alike," said Radha Basu, chairman and CEO of Support.com. "Market leading broadband service providers like Cox understand that a single, tightly integrated software solution is the best way to deliver service automation to their subscribers reliably, efficiently and in a manner that can optimize customer satisfaction from day one." The addition of Cox Communications to Support.com's and BroadJump's combined customer base reinforces the companies' broadband market leadership. With Cox's adoption of the Broadband Resolution Suite, Support.com and BroadJump continue to reach more than sixty percent of all US broadband subscribers. About Support.com Support.com (Nasdaq:SPRT) 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 the United States and Canada. Editorial Contact: Joi Deaser Support.com 650.556-8930 joi@support.com top of page |
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