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Nation's Top Cable Companies Keep Pace with Growing Broadband Demand Through Service Automation

Posted on: Tuesday, 2 December 2003, 06:00 CST

REDWOOD CITY, Calif., Broadband Plus, Dec. 2 /PRNewswire-FirstCall/ -- SupportSoft, Inc. , a leading provider of real-time service management (RTSM(TM)) software, announced today that it is now helping provide automated broadband installation via its SmartAccess software for the nations leading cable companies. The top 5 cable MSO's(1), accounting for more than 12 million high-speed data customers in North America(2), have now standardized on SupportSoft's Service Automation Suite to automate end-to-end customer service throughout their broadband customers' lifecycle.

Cable companies continue to lead in the growth of broadband connections maintaining a 64% share of the overall US market. In the third quarter of 2003 alone, cable companies reported adding over 1.2 million(3) new high-speed data subscribers. Net additions for the quarter were the largest ever. To meet this growing broadband demand, leading cable companies like Adelphia Communications are turning to automated solutions for ongoing service, as well as installation.

"Customer satisfaction begins with a fast and smooth broadband installation process. SmartAccess helps our customers get it right from the start," said Matt Bell, director of HSD strategy and product development, Adelphia Communications. "It determines if a customer's system qualifies for a broadband connection, notifies them of the status and then can automate broadband installation. This not only creates a positive service experience with Adelphia customers nationwide, but also provides us with the ability to cost-effectively grow our expanding subscriber base."

Adelphia recently deployed SmartAccess for broadband installation in less than 70 days, as part of an end-to-end support automation solution enabled by SupportSoft's Service Automation Suite software.

"The growing market for broadband connectivity is a good example of how real-time service management is helping businesses of all kinds efficiently grow revenues while reducing operating costs and increasing the speed of service delivery," said Chris Grejtak, senior vice president of marketing at SupportSoft. "As cable companies continue to expand their service offerings to consumer households, it's becoming apparent that RTSM will play an increasing role in streamlining the installation of new applications such as a home networking system or even digital TV."

Other SupportSoft North American cable customers who use SupportSoft service automation software solutions include Comcast Communications, the nation's largest cable operator, Cox Communications and Time Warner Cable.

About SupportSoft

SupportSoft is a leading provider of real-time service management (RTSM(TM)) software designed to accelerate and automate enterprise technical support, customer service and IT infrastructure management. Enterprises that have purchased our products and services include: ADP, Bank of America, Cisco Systems, IBM, Procter & Gamble, Siebel Systems, Sony and Thomson Financial. Managed service providers that have purchased our products to provide outsourced services to enterprises include: Accenture, ACS, CompuCom, CSC and IBM Global Services. Digital service providers incorporating our software into their service offerings include: Adelphia Communications, BellSouth, Charter Communications, Comcast Communications, Cox Communications, SBC Communications and TeliaSonera. For more information, please visit http://www.supportsoft.com/.

This press release contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934. These forward-looking statements are statements that relate to future events and include, but are not limited to, the expected benefits and usage of our products and the increasing role of RTSM. 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. These risks and uncertainties include, but are not limited to: our ability and our customers' ability to achieve broad adoption and acceptance of our support and service automation products and services, the inability of our software to operate with hardware and software platforms that are used by our customers now or in the future, reliance on a small number of customers for substantial portions of our revenue, the ability of our software to produce customer satisfaction gains by our customers' subscribers as well as other risks detailed from time to time in our SEC filings, including those described in the section "Management's Discussion and Analysis of Financial Condition and Results of Operations -- Other Factors Affecting our Business and Operating Results" in our Annual Report on Form 10-K, and Quarterly Report on Form 10-Q. 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.

(1) Source: National Cable and Telecommunications Association --

September 15, 2003

(2) Source: Leichtman Research Group "Broadband Bounces Back with Record

Quarter" November 12, 2003

(3) Source: Leichtman Research Group "Broadband Bounces Back with Record

Quarter" November 12, 2003

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