TMCnet News
Switzerland's Largest Independent Telco Chooses SupportSoft for DSL Service AutomationREDWOOD CITY, Calif., Sept. 20 /PRNewswire-FirstCall/ -- SupportSoft, Inc. , a leading provider of Real-Time Service Management (RTSM(TM)) software, today announced that "sunrise," the leading independent full service provider of telecommunications services in Switzerland, has selected SupportSoft SmartAccess(TM) and SupportSoft Service Automation Suite(TM) software to automate broadband installation and ongoing support for its sunrise DSL and dial-up Internet subscribers. sunrise is a full service provider of fixed network voice, Internet, and mobile services with 2.2 million customers. sunrise customers can now also benefit from the SupportSoft Service Automation Suite. The software provides a knowledge-enabled self-service solution that can automate the resolution of common problems. And, if an issue can't be solved through self-service, the SupportSoft Service Automation Suite can help sunrise customers by seamlessly escalating them to a customer service representative (CSR) via the telephone or online chat, where the problem can be quickly solved through assisted-service. In all cases, SupportSoft software provides the built-in intelligence and multi-channel support tools to help make customer service faster than ever before, because critical information about a subscriber's computing system and related problem is automatically captured and leveraged throughout the service process -- whether the customer is on or offline. "At sunrise, customers are our most valuable asset. Our responsibility is to provide them with a great Internet experience and equal value in the quality of service we provide to them," said Dave Durrant, Director Customer Care Operations of sunrise. "SupportSoft service automation solutions can assist sunrise in helping its customers get even more from their relationship with us, starting with a quicker connection to the Internet when they begin their service, and continuing through receiving better and faster answers should they have questions in the future." "sunrise is the only independent full service provider in Switzerland which can offer both its residential and business customers integrated telecommunications solutions all from a single source," said Mark Forrest, vice president and managing director of EMEA operations for SupportSoft. "The best way to reliably scale to meet increased demand for services enabled by a high speed network is to build service automation directly into the installation and customer support process. The SupportSoft Digital 3600 product vision can serve as an integral foundation for future value-added services, providing service providers with both a network and customer premises view to assist in proactively resolving issues or handling them more efficiently when they do occur." About sunrise sunrise is the leading independent telecommunications provider in Switzerland. 2.2 million customers enjoy the benefits of sunrise mobile, fixed network, and Internet services. Thanks to its cutting-edge GSM dual-band network in Switzerland, sunrise provides mobile phone coverage to over 99% of the population. A wide range of high-quality voice and data services are provided via a high-performance fiber optic network with a total length of more than 7000 kilometres. As a founding member of the Starmap Mobile Alliance, an association of leading European mobile communications providers, sunrise offers its customers access to first-class services even while they are abroad. sunrise is the brand name of TDC Switzerland AG. The TDC Group owns 100% of the share capital of TDC Switzerland AG. 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 including, but not limited to, the expected benefits of our products and the expected continued 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 and their services, 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: media, Jennifer Massaro of SupportSoft, Inc., +1-650-556-8596,or [email protected] Web site: http://www.supportsoft.com/ |