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Remote management and zero-touch configuration of CPE devices for
faster and easier deployment of device software updates across a
service provider's entire subscriber base. Zero-touch configuration
can help service providers ease the deployment of broadband service as
well as upgrade devices to simplify the deployment of additional
triple play services.
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Subscriber-driven service level changes via a
self-service portal, enabling broadband customers to increase the
speed of their broadband connection, or add new services such as VoIP
or IPTV without the need to call a service technician. By empowering
the customer to manage their own service level upgrades, consumers can
save time in setting-up new services as well as avoid the hassle of
dealing with call centers or home visits from installation
technicians. In turn, service providers can avoid costly truck rolls
to consumer households while increasing customer satisfaction at the
same time.
Installation and service upgrades can play a significant role in the
adoption of combined IPTV, VoIP and broadband delivery. The degree to
which customers are satisfied with the installation of one service can
play a key role in determining whether or not they will decide to add
more services from the same provider, or decide to switch providers
altogether. Yet a 2005 study(1) among broadband users in the U.S. and
Europe shows that 37% and 43%, respectively, of those surveyed in each
region expect customer service to improve or "improve significantly"
if they receive triple play services from one provider. Meeting this
heightened customer expectation will be a challenge, considering the
high reliability of traditional phone and TV services versus the
increased complexity and relative immaturity of VoIP and IPTV
services.
"Thomson and SupportSoft understand that service automation can both
help speed and ease the deployment of IPTV and VoIP services, while
also making the customer experience a more positive one," said Chris
Grejtak, senior vice president of products and marketing. "In today's
competitive environment, digital service providers need proven,
standards-based solutions to help simplify the deployment of triple
play services. Working with Thomson, SupportSoft can help assure that
service providers are able to successfully deploy new triple play
services from the start, while using automation to make the process
more cost-effective for the provider and more seamless and enjoyable
for their customers."
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.
This press release contains forward-looking statements that relate to
future events and include, but are not limited to, the demand and
opportunity for additional digital services, the need for remote CPE
installation and management tools, and the expected performance and
benefits of the announced integration. 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 providers to
achieve broad adoption and acceptance of their broadband services and
our products, the compatibility of SupportSoft software with different
types of CPE and other hardware and software platforms now or in the
future, system failures that may cause an interruption in a
subscribers' use of the solutions, the rapid pace of technological
change, the impact of continued economic downturns 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.
(1) The European survey was conducted by InsightExpress, an
independent online market research firm, and completed in January,
2005. The sample included 309 ADSL subscribers from France, Germany,
Italy, Poland, Spain and the United Kingdom. The survey results are
projectable across the population of ADSL subscribers within the
countries surveyed and indicate a margin of error of 5.54% +/- at a
95% confidence level. The U.S. survey, also conducted by
InsightExpress, was completed in January, 2005. The sample included
200 DSL and cable subscribers from the United States. The survey
results are projectable across the population of DSL subscribers in
the U.S. and indicate a margin of error of +/-6.78% at a 95%
confidence level. |
