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SupportSoft VoiceAssist(TM) Software Provides Enhanced Customer Service for BellSouth REDWOOD CITY, Calif., July 13 /PRNewswire-FirstCall/ -- SupportSoft, Inc. , a leading provider of Real-Time Service Management (RTSM(TM)) software, today announced that BellSouth will trial the new SupportSoft VoiceAssist(TM) software, which can speed the resolution of technical issues for its retail DSL subscribers even when a Web connection is not available.SupportSoft VoiceAssist software incorporates SupportSoft's patented SmartIssue(R) technology to provide customer service and support representatives with detailed system and diagnostic information about the end-user's computing environment. This technical insight can be automatically gathered and delivered via the phone, even when the caller is offline, enabling end-users with connectivity problems to receive the benefits of service automation. No longer do service representatives have to waste time asking the caller a long list of questions about their computing system or connectivity settings, helping contribute to increased first call resolution rates and shorter call times. BellSouth can use the SupportSoft VoiceAssist software in conjunction with the other solutions it has already deployed from SupportSoft, including automated subscriber installation through SupportSoft's SmartAccess(TM) software and knowledge-enabled self-service and intelligent assisted service using the SupportSoft Knowledge Center Suite(TM) and the SupportSoft Service Automation Suite(TM) software. With the industry's most comprehensive multi-channel customer service automation infrastructure in place, BellSouth's DSL Internet service subscribers can enjoy faster and more personalized customer care. "We are looking for a tool like SupportSoft VoiceAssist, to help decrease the customer contact time and increase first call resolution," said Dirk Palenik, Director of eTools and Center Support for BellSouth. "Such a tool would complement our strategy of improving customer satisfaction while simultaneously reducing our operational support costs." "BellSouth has an unwavering commitment to maintaining high levels of award-winning customer satisfaction. Its use of SupportSoft VoiceAssist can provide yet another innovative support channel to meet their customer needs," said Radha Basu, chairman and CEO of SupportSoft. "VoiceAssist is the latest offering from SupportSoft to help companies deliver on the promise of the real-time enterprise by keeping technology users up and running, whether they are online or off, and to help service representatives more quickly resolve customer issues via the phone." 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, competition, 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, [email protected] Web site: http://www.support.com/ |