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SupportSoft Introduces New Version of Intelligent Assistance Suite

Posted on: Tuesday, 12 July 2005, 09:00 CDT

REDWOOD CITY, Calif., July 12 /PRNewswire-FirstCall/ -- SupportSoft , a leading provider of Real-Time Service Management (RTSM(TM)) software, today announced that it has released the latest version of the SupportSoft Intelligent Assistance Suite(TM) (IAS), an enterprise software solution that provides IT support representatives with a set of integrated capabilities to automate critical steps in resolving end-user technical problems. The new version, part of SupportSoft's integrated service automation strategy for self- and assisted service, provides analysts with improved capabilities to diagnose incidents and resolve them in real time. As a result, incident activity can be automated to deliver higher first contact problem resolution rates while providing for shorter, less costly assisted service.

New and enhanced capabilities of the Intelligent Assistance Suite include: Faster, Easier End-User Escalation to Personal Assisted Service

Direct-connect functionality can intelligently connect an end-user experiencing a problem directly to the support analyst most familiar with the caller's problem based on prior contact. The software can automatically route the call to the best analyst by generating a unique, numeric code based upon the caller's telephone number. With information contained in the code, the system can intelligently route the user to the support analyst with whom the caller originally communicated. By automatically connecting the end-user to a familiar resource acquainted with the problem, end-user wait-time can be minimized and contribute to a better, more personalized support experience.

More Effective Multi-Channel Service and Support

SupportSoft IAS provides the capability to automatically collect information pertaining to the end-user's browser settings, system and connection configuration to permit remote diagnosis and resolution of technical incidents across a variety of support channels -- including online chat, Web-based requests, email and telephone communications. This range of support options provides end-users with the choice of a support channel that best suits their needs, while helping lower the IT operational expense of service delivery by providing end-user access to lower cost support alternatives.

Increased Analyst Productivity

IAS can free up support professionals to focus on more complex technical issues, by simplifying the diagnostic steps for quicker resolution of the most common problems experienced by end-users. Enhanced knowledge automation with more advanced search capabilities, enables analysts to quickly access, author or publish current solutions via a support knowledge base, to streamline knowledge creation, and to access both structured and unstructured data for answers, allowing for better problem management.

"Kimberly-Clark support representatives have leveraged SupportSoft products to better assist our employees globally to resolve technical problems on their own, so they can quickly return to productivity," said Nancy Stratton, Kimberly-Clark Corporation Computer Services Help Desk. "By being able to easily create and access the answers to end-user questions in a support knowledgebase, our IT support team is equipped to always have the best answers to problems within easy reach to shorten call times and increase efficiency."

"Achieving the full benefits of service automation is a challenge that the SupportSoft Intelligent Assistance Suite can help IT organizations overcome," said Chris Grejtak, senior vice president of products and marketing for SupportSoft. "With this new release, we have strengthened the ability of large enterprises to provide an automated, multi-channel approach to servicing end-user technical needs faster, more precisely, more proactively -- and at less time and cost, which is the goal of the true real-time enterprise."

About SupportSoft

SupportSoft, Inc. is a leading provider of Real-Time Service Management (RTSM(TM)) software designed to improve enterprise endpoint automation and technical support and enable triple play service automation for VoIP, video or broadband delivery by service providers to their customers. Digital service providers benefiting from SupportSoft solutions include Auna, Belgacom, BellSouth, Casema, Charter Communications, Comcast Communications, Cox Communications, Time Warner, TDC Cable TV, TeliaSonera and UPC. Enterprises that have licensed SupportSoft software for IT requirements include ADP, Bank of America, BT, IBM, Procter & Gamble, Siebel Systems, Sony and Thomson Financial. Managed service providers that utilize the Company's solutions to provide outsourced services to their enterprise customers include ACS, CGI, CompuCom and CSC. For more information, visit http://www.supportsoft.com/.

This press release contains forward-looking statements including, but not limited to, statements related to the expected benefits of the SupportSoft solutions. 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, including, but not limited to: the ability of the software to operate with hardware and software platforms that are used by our customers now or in the future, the technical challenges and time and effort involved in the deployment of the solutions, the rapid pace of technological change, competition and other risks detailed in SupportSoft's SEC filings. 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.

SupportSoft, Inc.

CONTACT: Jennifer Massaro of SupportSoft, +1-650-556-8596, orjennifer.massaro@supportsoft.com

Web site: http://www.supportsoft.com/

Source: PRNewswire-FirstCall

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