• E-mail
• Print
• Comment
• Font Size
• Digg
• del.icio.us
• Discuss article

Firefox Clicks With SupportSoft Service Automation Software to Enhance End-User Experience

Posted on: Monday, 17 October 2005, 09:00 CDT

REDWOOD CITY, Calif., Oct. 17 /PRNewswire-FirstCall/ -- SupportSoft, Inc. , a leading provider of Real-Time Service Management (RTSM(TM)) software, and the Mozilla Corp., developer of the Mozilla Firefox(R) Web browser, have teamed to enhance end-user experience. Mozilla has embedded SupportSoft service automation technology into Mozilla products. Patented SupportSoft SupportTriggers(TM) functionality has been included in Mozilla's product offerings to provide the estimated 45 million individuals that use the Firefox browser and the Mozilla Thunderbird email client with a better and more reliable user experience.

Mozilla leverages resources from diverse, industry-leading sources to create and distribute open and free-of-charge end-user software applications -- such as the popular Firefox Web browser and the Thunderbird email client. Both products incorporate SupportSoft SupportTriggers technology, which is designed to automatically respond at the time application problems occur and, then, offers to proactively report the problem to Mozilla.

SupportTriggers provide support organizations, software development teams and service providers with the ability to embed automated technical support capability directly into a business application or service, without changing the source code. For example, an embedded SupportTrigger might automatically occur as a response in the event of a browser or application crash. Then, intelligence built into the solution can send an error report to an application software or service provider in real time. Through use of SupportTriggers technology, the software development team can automatically receive detailed, permission-based information on the nature of an end-user's application problems and can use this information to continually improve their products.

"SupportSoft has been an excellent partner in solving the automation challenges associated with supporting the tens of millions of Mozilla software users," said Mike Schroepfer, Director of Engineering, Mozilla Corp. "Our goal is to ensure that our users have the best possible experience with our applications. By providing root cause diagnostics and just-in-time reporting of problems to our development team, SupportSoft SupportTriggers allows us to continually improve our products."

"Mozilla Firefox has been embraced as an innovative browser by a worldwide community of Internet users for its ability to enhance the end-user's experience on the Web. We're delighted to play an important role in further advancing this experience by providing 'built in' support for Mozilla applications using one of our patented technologies," said Rich Matta, senior director of product development, SupportSoft. "SupportSoft applauds Mozilla's commitment to keep the Internet open, diverse and problem-free."

About Mozilla Corporation

Mozilla Corp. is charged with the development and deployment of Mozilla technologies and products around the globe. The corporation is a wholly-owned subsidiary of the Mozilla Foundation, and continues to further the mission of the Mozilla project to preserve choice and innovation on the Internet. For more information, visit http://www.mozilla.com/.

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, UPC and Verizon. 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/.

SupportSoft, Inc.

CONTACT: Jennifer Massaro of SupportSoft, Inc., +1-650-556-8596, orjennifer.massaro@supportsoft.com; or Mary Colvig or A&R Partners for MozillaCorp., +1-650-762-2820, or mcolvig@arpartneres.com

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

Source: PRNewswire-FirstCall

More News in this Category