SupportSoft and Scientific-Atlanta Empower Automated Customer Service for Digital TV at Cox Communications8 February 2006
The
Service Automation Suite for Video(TM) (SAS-V), which combines software
components from both SupportSoft, Inc. (Nasdaq: SPRT) and Scientific-Atlanta
(NYSE: SFA), has been selected by Cox Communications, San Diego, for the
product's ability to help enhance their customers' experience with digital TV.
In field tests conducted by Cox, the solution successfully demonstrated its
ability to automate the diagnosis and resolution of common problems associated
with the installation and ongoing support of digital TV service. As a result,
costly technician visits to customer households were reduced and digital TV
reliability was measurably increased.
SAS-V can help service providers pinpoint a potential issue with a digital
TV connection either within a customer's home or the provider's network, and
then assist in automatically resolving the problem in real time. The solution
enables cable MSOs to seamlessly verify customer installation and deliver
continuing support for the triple play of voice, video and high speed data.
Cox customer service representatives and field technicians can use the
solution to speed problem diagnosis and improve overall accuracy, either via
the phone or at the customer premises, helping to prevent unnecessary truck
rolls and the associated expenses. Also, Cox plans to integrate SAS-V with
critical data from its billing support and workforce management systems to
further enhance problem resolution.
"Ensuring a great customer experience is paramount when beginning a new
service. The initial installation and first 30 days of service that follow
can positively or negatively impact subscriber churn, as well as influence
customer interest in the purchase of future products or their satisfaction
with existing services," said Bill Hulsey, VP of IT and Video Engineering of
Cox Communications in San Diego. "We selected the SupportSoft and
Scientific-Atlanta Service Automation Suite for Video because it surpassed our
expectations in field tests by helping to reduce technician truck rolls
associated with digital TV installation. By making digital TV installation and
ongoing service a more pleasant experience, we're confident that we can exceed
customer expectations, reduce churn and better control our operational
expenses."
"Cox Communications' use of SAS-V can help their customers to more quickly
see the benefits of their new digital TV service, while keeping Cox's
operating costs and subscriber churn in check," said Tony Palermo, vice
president business development and emerging markets, SciCare(TM) Broadband
Services at Scientific-Atlanta. "Scientific-Atlanta and SupportSoft are
demonstrating that service automation is a necessary step in deploying digital
TV."
"Digital TV installation can be complicated. Receiving multiple services
in the home understandably means that installation and service maintenance are
even trickier with more products to manage. SAS-V can help Cox Communications
ensure that their digital TV customers experience a problem-free
installation," said Chris Grejtak, senior vice president of marketing and
corporate development for SupportSoft. "It's yet another example of how
service providers are using our Digital 360 solutions to ensure their ability
to successfully and profitably deliver triple play services -- whether VoIP,
high speed data or digital TV."
About SupportSoft
SupportSoft is a leading provider of Real-Time Service Management
(RTSM(TM)) software designed to automatically resolve IT technical problems
for enterprises 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 Belgacom, 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, Symantec 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.
About SciCare Broadband Services
SciCare Broadband Services is the systems integrator, professional
services and consulting arm of Scientific-Atlanta, Inc. SciCare provides cable
network expertise to help cable operators deploy new services to meet their
business needs. SciCare experts help cable operators improve the customer
experience with problem solving expertise that address service quality,
availability, and operating support systems impacting cable's operating
expense and revenue.
About Scientific-Atlanta
Scientific-Atlanta, Inc. ( http://www.scientificatlanta.com ) is a leading
supplier of digital content distribution systems, transmission networks for
broadband access to the home, digital interactive set-tops and subscriber
systems designed for video, high-speed Internet and voice over IP (VoIP)
networks, and worldwide customer service and support.
"Forward-looking statements," as defined in the Private Securities
Litigation Reform Act of 1995, may be included in this news release. A variety
of factors could cause Scientific-Atlanta's actual results to differ from the
anticipated results expressed in such forward-looking statements. Investors
are referred to Scientific-Atlanta's Cautionary Statements (Exhibit 99.1 to
the Company's most recent Form 10-Q), which statements are incorporated into
this news release by reference.
In addition, such forward-looking statements could cause SupportSoft's
actual results to differ from the anticipated results expressed in such
forward-looking statements. In particular, the statements relating to the
benefits expected from the Service Automation Suite for Video generally and by
the announced customer in particular, are subject to a number of risks and
uncertainties, including but not limited to the continued cooperation between
the two companies, the technical challenges and time and effort involved in
the deployment, customer acceptance of the product, the rapid pace of
technological change, and other risks and uncertainties detailed from time to
time in SupportSoft's 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.
NOTE: Scientific-Atlanta and the Scientific-Atlanta logo are registered
trademarks and SciCare is trademark of Scientific-Atlanta, Inc.
SupportSoft and Service Automation Suite are trademarks or registered
trademarks of SupportSoft, Inc.
Source: PR Newswire
All trademarks and copyrighted information contained herein are the property of their respective owners.
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