Announces 4 Products to Accelerate Business Performance
ORLANDO, Fla., Gartner ITxpo, Oct. 20 /PRNewswire-FirstCall/ --
SupportSoft, Inc. (Nasdaq: SPRT), a leading provider of real-time service
management software, announced today the launch of the SupportSoft Real-Time
Service Management (RTSM) software platform. The SupportSoft RTSM platform,
serves as the technology foundation for all of SupportSoft's products, helping
enterprises operating in real-time avoid or resolve technology-related
problems by automating technical support, customer service and IT
infrastructure management.
The comprehensive software offering allows problems to be automatically
put into context, their cause to be diagnosed and, once determined, resolved
-- or even avoided altogether -- in real time. The result is the ability to
reduce support costs, while increasing customer satisfaction, employee
productivity and the overall performance of the real-time enterprise.
With enterprises in every business segment relying on technologies more
than ever to increase the efficiency of their business processes, down time
attributable to poor performing IT assets and processes is the enemy of the
real-time enterprise. SupportSoft's Real-Time Service Management software
platform incorporates 6 patented technologies and related systems that are
designed to help technology and the business processes they enable remain
operational and, at the same time, reduce operating costs, streamline the flow
of information and improve management decision-making.
"Lockheed Martin employees demand the utmost in technical care to ensure
that they are gaining everything they can from the technology critical to
their day-to-day performance," said Kim Sawyer, Lockheed Martin Vice President
of Computing and Network Services. "Support automation software provides the
ability to respond in real-time to their needs. Whether it's helping to avoid
problems with technology altogether, providing knowledge-enabled self-service
or adding automated intelligence when assisted service is needed, Lockheed
Martin's goal is to deliver a better user experience and a higher return on
our investment in high-quality service and support."
According to Bob Igou of Gartner Dataquest, an IT research firm, "CIOs and
IT Management must recognize that the highest value of e-support is its
contribution to increased IT infrastructure availability, which sustains the
real-time enterprise, and make appropriate investments in the use of e-support
and support automation solutions."(1)
For companies with ineffective service and support management, the direct
and indirect costs are staggering. For example, within the enterprise, 80% of
the total ownership cost (TCO) of a mobile personal computer is related to its
service and support requirements.(2) And 70% of home broadband consumers have
called their service providers to resolve a problem with their high-speed
connection within the last 6 months.(3)
In association with the launch of the Real-Time Service Management
software platform, SupportSoft also announced 4 enhanced and new products that
benefit from the platform's capabilities:
-- SupportSoft Knowledge Center Suite(TM) facilitates knowledge-enabled
self-service and assisted service. It is designed to automate service
and support knowledge creation, publishing, management and access. In
doing so, it can provide users with fast, personalized answers, whether
the question is a simple "how to" query or a question that may benefit
from a "one-click" automated software-fix using SupportSoft's unique
SupportAction(TM) technology.
-- SupportSoft LiveAssist(TM) is designed to provide call centers and IT
help desk organizations with the ability to service customers and
employees online with a scaleable real-time, online chat solution.
Customers can simply click a button on a company's Web site to engage a
service or support representative without the need to download software
plug-ins or wait in a phone queue. Moreover, service representatives
can handle multiple customer sessions at one time to maximize their
productivity.
-- SupportSoft RemoteAssist(TM) allows service and support representatives
to provide faster, more effective resolution to user problems by taking
control of the user's system remotely via the Web. It's ideal for
real-time management of computing systems using the Microsoft Windows
operating environment without the requirement for complex software
installation or re-booting the user's computer which can be typical
with many remote control software solutions. SupportSoft RemoteAssist
provides for privacy, requiring a user's permission for a service
representative to remotely manage their computing system.
-- SupportSoft Auto Discovery and Metering(TM) permits IT organizations to
discover, inventory and meter a company's hardware and software assets
in real time with one solution -- versus the typical approach of using
multiple tools from different vendors. The result can be faster asset
identification, easier access to real-time asset information and
optimization of a company's IT assets.
Because all of SupportSoft's solutions were developed in conjunction with
the company's Real-Time Service Management software platform, they easily
integrate with each other, as well as provide a growth path into one of
SupportSoft's comprehensive suites for support and service automation that can
scale to support even millions of users. Each product also benefits from
SupportSoft's new ClearView Analytics(TM) system that provides pre-configured
management reporting for real-time insights into a company's support
environment to optimize service delivery.
"The potential of the real-time enterprise can be enhanced with
SupportSoft's Real-Time Service Management platform, designed to ensure that
the technology that powers it is always working as required," said Radha Basu,
Chairman and CEO, SupportSoft. "Our latest product introductions represent new
ways to accelerate business performance by making support and service
automation integral to the processes that are central to the success of the
real-time enterprise."
SupportSoft will unveil the Real-Time Service Management platform October
20th at Gartner ITxpo. Demonstrations can be seen at booth #533.
About SupportSoft
SupportSoft is a leading provider of real-time service management 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, IBM Global Services and
Perot Systems. Digital service providers incorporating our software into their
service offerings include: Adelphia Communications, BellSouth, Charter
Communications, Comcast Communications, Cox Communications, SBC Communications
and TeliaSonera. For more information, please visit http://www.supportsoft.com.
About Lockheed Martin (LMT: NYSE)
Headquartered in Bethesda, Maryland, Lockheed Martin employs about 125,000
people worldwide and is principally engaged in the research, design,
development, manufacture and integration of advanced technology systems,
products and services. The Corporation reported 2002 sales of $26.6 billion.
For more information, please visit http://www.lockheedmartin.com
(1) Gartner Dataquest, "Customers Are Missing the Value that E-Support
Brings to RTE," June 2003
(2) Gartner, Inc., "TCO Comparison of Desktops vs. Notebooks," September,
2003
(3) Zanthus, "Broadband Service Delivery. Is Speed Killing Customer
Satisfaction?" September 2003
This press release contains forward-looking statements, including, but not
limited to, statements relating to the availability of and anticipated
features and benefits of the new and enhanced products, the trend of reliance
on technology and estimated direct and indirect costs for companies with
ineffective service and support management.. These forward-looking statements
may be identified by use of the terms "allows,"" will," "designed to," "help,"
"can," "may," "to," "facilitates" and similar expressions. These
forward-looking statements are subject to risks and uncertainties that may
cause actual results to differ materially from those discussed in these
forward-looking statements. These risks and uncertainties include, but are not
limited to the technical challenges and time and effort to deploy the
solution, customer acceptance of the product, the rapid pace of technological
change, the impact of continued economic downturns in either domestic or
foreign markets, the impact of competition and other sales, marketing, and
development challenges. A discussion of the risks and uncertainties that could
affect SupportSoft are more fully set forth in the risks factors detailed from
time to time in our SEC reports. 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.
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Related links:
http://www.support.com
CONTACT:
Joi Deaser of SupportSoft, Inc.,
+1-650-556-8930, or joi.deaser@supportsoft.com; or Mary Colvig of
Blanc & Otus, +1-415-856-5176, or mcolvig@bando.com, for
SupportSoft, Inc.
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