REDWOOD CITY, Calif., March 15 /PRNewswire-FirstCall/ -- SupportSoft, Inc. ( Nasdaq: SPRT), a leading provider of Real-Time Service Management (RTSM(TM)) software, today announced that Charter Communications, Inc. (Nasdaq: CHTR) has successfully deployed SupportSoft ServiceVerify(TM), software that automatically validates the installation of a customer's IP services, assists in diagnosing problems and provides actionable resolutions to optimize ongoing performance.
With SupportSoft ServiceVerify software, Charter Communications can provide its High-Speed(TM) customer service representatives, dispatchers and field technicians with a 360 degree-view of both the customer premises and the last mile of the service provider's network to help ensure a fast, successful high- speed data connection on the first attempt, reducing the need for costly truck rolls in the future. By validating the accuracy of installation work and helping to optimize the customer's access to all broadband services ordered before the service call is complete, the chance for latent issues or customer dissatisfaction in the future can be significantly diminished.
The software's easy-to-understand "red, yellow, and green light" dashboard can quickly pinpoint potential problems within either the network or the customer premises. The solution then leverages support flow technology to aggregate and analyze all the data it collects and can provide "best practice resolutions" to quickly resolve difficult installation issues -- even in subscriber self-installation scenarios. And since ServiceVerify can be used at any time during the customer's lifecycle, digital service providers can proactively solve problems before the customer encounters an issue, which can help to minimize subscriber churn -- plus reduce operational expense.
"Charter High-Speed(TM) service is not only a rapidly growing segment of our business, it also is the backbone for emerging services like voice over IP ( VoIP). SupportSoft's range of solutions, including installation verification and service automation, are a huge plus," said J. Schelstrate, Charter Director of Marketing. "The ability to go beyond automated installation and view both the premises-side and network-side of our customers' connections through use of one integrated software platform will allow us to more effectively install a broadband connection, improve the customer experience, and lay the groundwork for upcoming services."
"SupportSoft's R&D philosophy is built on customer-driven innovation, and Charter is the latest example of how leading digital service providers are using our software to meet the challenge of increased technical complexity associated with the delivery of value-added services," said Chris Grejtak, senior vice president of products and marketing for SupportSoft. "Charter's use of ServiceVerify provides them with the first step in providing one integrated service automation solution across the entire 'triple play' of IP-based voice, video and high-speed data in ways never before possible."
SupportSoft is a leading provider of Real-Time Service Management (RTSM(TM)) software designed to improve 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 Adelphia Communications, BellSouth, Charter Communications, Comcast Communications, Cox Communications, Time Warner, 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, CSC, and IBM Global Services. For more information, visit www.supportsoft.com.
This press release contains forward-looking statements including, but 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.
SOURCE SupportSoft, Inc.