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Cox Communications Rings Up SupportSoft's New VoiceAssist Software for Enhanced Customer Service

Posted on: Tuesday, 13 July 2004, 06:00 CDT

REDWOOD CITY, Calif., July 13 /PRNewswire-FirstCall/ -- SupportSoft, Inc. , a leading provider of Real-Time Service Management (RTSM(TM)) software, today announced that Cox Communications has purchased SupportSoft's VoiceAssist software to help better resolve their broadband subscribers' technical issues over the phone through automated collection and coding of information about a subscriber's PC system and their specific issue, even when the subscriber is disconnected from the Internet. This coded information will provide customer service representatives with more precise technical insight from the call's outset, helping them speed problem diagnosis and resolution of the subscriber's problem.

SupportSoft VoiceAssist automatically delivers to the call center a 16-digit code that encapsulates detailed, pertinent information about the caller's computing environment and technical issue, thus shortening the sometimes lengthy question and answer period that happens at the beginning of customer service calls. This assists the customer representative to more quickly pinpoint the cause of the caller's problem, helping speed issue resolution and increasing customer satisfaction. VoiceAssist creates the code using SupportSoft's patented SmartIssue(R) technology, which can automatically gather diagnostic information about the computing system which, when coded, can be delivered live via the phone or an interactive voice response (IVR) system. This enables subscribers unable to connect to customer service via the Internet to still receive the benefits of service automation.

"SupportSoft solutions are essential ingredients in helping Cox Communications provide multiple service channels to our broadband subscribers, whether they prefer the Web, online chat or the telephone," said Keith Lindsay, director internet support applications at Cox. "With the addition of SupportSoft VoiceAssist software, we are ensuring that our subscribers always enjoy a great customer service experience. This also allows Cox to efficiently scale to meet the customer service needs of our rapidly growing population of broadband subscribers."

Cox Communications will use VoiceAssist in addition to the SupportSoft Service Automation Suite already in use for Web-based self-service at http://www.support.cox.net/, as well as intelligent assisted service for its more than 2 million broadband subscribers that have access to SupportSoft's LiveAssist chat software. Cox also uses SupportSoft's Knowledge Center Suite for knowledge-enabled self service for its 25,000 employees to assist them in getting the most from the technology they use in their jobs day to day.

"VoiceAssist continues SupportSoft's tradition of product innovation by expanding our portfolio of service automation solutions to help make the customer care provided by digital service providers more effective and efficient, and their more than 2 million subscribers happier," said Radha Basu, chairman and CEO of SupportSoft. "VoiceAssist can help Cox in their continued commitment to provide their growing customer base with new service options without growing costs."

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, TeliaSonera and UPC. For more information, 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 of our products and the expected usage of our products by the named customer. 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 ability and our customer's ability to achieve broad adoption and acceptance of our products, the compatibility of our software with hardware and software platforms that are used by our customers and their subscribers now or in the future, system failures that may cause an interruption in our customer's ability to use our products or services, the ability of our software to produce results for our customer's subscribers 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, Inc., +1-650-556-8596, orjennifer.massaro@supportsoft.com

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

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