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Consortium for Service Innovation Recognizes the SupportSoft Intelligent Assistance Suite

Posted on: Wednesday, 20 July 2005, 15:00 CDT

REDWOOD CITY, Calif., July 20 /PRNewswire-FirstCall/ -- SupportSoft , a leading provider of Real-Time Service Management (RTSM(TM)) software, today announced that the SupportSoft Intelligent Assistance Suite(TM) has received verification by the Consortium for Service Innovation. The solution is among a select few to first gain endorsement by the Consortium as "KCS Verified" for Knowledge-Centered Support.

The Consortium for Service Innovation is an association of leading companies in the arena of customer support who share a mission to improve the operational efficiency and effectiveness of knowledge solutions. The Consortium assists in the development of principles and best-practices for knowledge-related technologies, and its recommendations have been adopted as best practices by the Help Desk Institute (HDI). To help companies in choosing knowledge software solutions that conform to these best practices, the Consortium recently created an activity-based verification process featuring criteria developed by vendor-neutral members.

SupportSoft Intelligent Assistance Suite (IAS) software incorporates powerful knowledge automation capabilities, which benefit SupportSoft customers deploying the software to help serve more than 20 million end-users worldwide. Unique to SupportSoft's knowledge automation approach is its patented SmartIssue(TM) technology, which automatically facilitates 'capture in the workflow' of highly detailed data about an end-user's computing system and related problem, putting information into the proper context, and quickly providing the best, most personalized answer to the issue identified.

As a result, service desk representatives can take a shorter path between problem identification and a satisfactory answer for the end-user. The knowledge automation capability of the Intelligent Assistance Suite can help shorten call times and increase first call resolution rates by support staff -- as well as return end-users to productivity faster, irrespective of whether they choose the phone, email or live chat as their preferred support channel for assistance.

"SupportSoft's Intelligent Assistance Suite enables service desk professionals to be more effective in using knowledge best practices to quickly resolve common technical problems, helping free them to respond to more complex end-user issues," said Chris Grejtak, senior vice president of products and marketing for SupportSoft. "We appreciate the recognition of the software's knowledge capabilities by the Consortium for Service Innovation through its KCS Verified process, and endorse the association's standards- based approach to helping enterprises get the most from their investment in knowledge-based solutions."

"As a KCS Verified vendor, SupportSoft has demonstrated its alignment to industry standards associated with KCS best practices," said Greg Oxton, executive director of the Consortium. "We are pleased to have SupportSoft within our inaugural group of verified knowledge management vendors."

About the Consortium for Service Innovation

The Consortium for Service Innovation is a non-profit alliance of service and support organizations. Through a process of collective thinking and shared experience, the members develop and validate innovative ways to improve customer support. This work bridges emerging academic thinking and research to practices that optimize business results. For more information on the work of the Consortium please visit the Consortium web site, http://www.serviceinnovation.org/.

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, the expected benefits 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, including, but not limited to: our customer's ability to achieve broad adoption and acceptance of our products, the rapid pace of technology change as well as other risks detailed from time to time in our 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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