Stand # 6028
SupportSoft (NASDAQ: SPRT) is a global provider of software and services that enable service providers to
automate IPTV, VoIP, and broadband service delivery from installation through ongoing customer support — both
for network services and CPE devices. DSL and cable industry leaders worldwide have standardized on SupportSoft
solutions as their underlying support automation infrastructure. Our customers include: BellSouth, Belgacom, Charter
Communications, Comcast, Cox Communications, Portugal Telecom, TDC Solutions, TeliaSonera, Time Warner Cable,
Tiscali, Verizon, and UPC Broadband.
Technologies on Display
- SupportSoft ServiceGatewaySupportSoft ServiceGateway provides customer service and network operations staff with a common tool for the auto-configuration, management and support of customer premises equipment. ServiceGateway is an open, independent platform that supports DSL Forum TR-069 and proprietary interface CPE, as well as application programmer interfaces for northbound integration to both operations and billing support systems.
Key features:
- CPE-agnostic remote management system
- Supports residential gateways, business gateways, VoIP analog terminal adapters, and IPTV set-top boxes
- Robust business logic integrates into existing operational processes
- Comprehensive device inventory search, sort and filter
- Intuitive wizard-based tools for mass firmware and configuration updates
- Individual CPE configuration updates, such as firewall policy file downloads, policy modification and threshold settings
- SupportSoft SmartAccessSupportSoft SmartAccess installs and activates new broadband devices and services. By taking out the complexity of getting connected SmartAccess provides a smooth and trouble free experience for new customers and for existing customers adding services. This eases the support load on service providers — which in the past has been costly and labour intensive.
Benefits:
- Reduced customer acquisition costs. Installation and activation related support calls reduced by around 30%.
- Increased ARPU. Up-sale to value added services such as security or music downloads is a seamless and natural.
- Increased customer satisfaction. A smooth and consistent user experience from the word go.
- Rapid time to revenue. New customers acquired faster and new services activated more quickly.
- SupportSoft Intelligent Assistance SuiteSupportSoft Intelligent Assistance Suite (IAS) is a comprehensive toolset for technical support helpdesk analysts. The software permits support professionals to more easily diagnose problems and resolve them — often automatically. This boosts productivity, enabling personnel to resolve more problems in less time, often without the need for repeat calls. And by enriching the end-user's support experience customer satisfaction is also improved.
Key features:
- Real-time routing of support issues
- Automatic capture of diagnostic information removes dependence on end user and speeds diagnostics
- Remote access to end user desktops
- Knowledge-enabled capabilities encourage support desk best practices
- Multi-channel solution ensures consistent usage across Web, email, live chat, and telephone interfaces.