Support.com 2005 Annual Report Download - page 8

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If a user does require assistance, our products are designed to provide an integrated approach to escalating the problem to either self-
service web-based portals or to technical support professionals where our products can help the professional deliver the appropriate
resolution to the problem. Our products have been architected to function on a common software platform which is based on a set of
patented technologies.
We further leverage our technology to deliver specific solutions for our enterprises and digital service provider customers. Our
product suites offer customers integrated solutions to address a broad range of endpoint management and IT service and support
issues, whereas our component products enable customers to address specific problems or requirements.
Digital Service Provider Suites and Products
We provide an integrated set of solutions for automated installation, activation and ongoing service for three key constituencies:
customers, customer service representatives (CSRs) and network operations. Built upon our Real-Time Service Management software
platform, our solutions provide a unified, proactive approach for installation and service automation for triple play services for
subscribers, field technicians and CSRs that can lower activation and ongoing service costs.
SupportSoft SmartAccess. SmartAccess is designed to automatically determine if a subscriber’s computing system qualifies for
a broadband connection and, if so, enables self-installation of high-speed access while providing a platform for the qualification,
notification, installation, management and support of additional value-added services such as home networking and gaming. In
addition, SmartAccess automates the front-end process to enable auto-provisioning of triple play services.
SupportSoft ServiceGateway. ServiceGateway provides capabilities to automate large-scale consumer premise equipment
(CPE) configuration activities, such as configuration and firmware upgrades across large portions of a broadband network.
ServiceGateway also enables CSRs to take remote control of CPE devices, such as routers or gateways, to diagnose and solve
problems on a “one-to-one” basis.
SupportSoft ServiceVerify. ServiceVerify is designed to enable digital service providers to automatically verify the successful
installation, activation and ongoing operations of VoIP, video over DSL (IPTV) and high-speed data services to homes and SMBs.
ServiceVerify provides tools and service information to the installer or service technician and dispatcher as well as CSR.
ServiceVerify can help technicians determine that the work has been performed correctly and the customer has access to all the
services they ordered, before the technician leaves the job. ServiceVerify also provides CSRs tools designed to rapidly diagnose and
resolve problems when a customer calls with a service-related problem.
SupportSoft ServicePolicy. ServicePolicy enables service providers to automate the management associated with the
monitoring of bandwidth usage and enforcement of subscriber bandwidth policies. Applications such as peer-to-peer networking,
video streaming, and online game hosting can impact the availability of service provider networks. Service providers can use
ServicePolicy to initiate specific actions to remedy the problem and automate notifying subscribers of permitted usage levels.
Service Automation Suite—Video (SAS-V). Developed in conjunction with Scientific-Atlanta, Inc., Service Automation Suite
— Video can improve the way broadband cable service providers deliver high quality video services to their customers and enhance
the consumer experience for digital cable delivery, while enabling customer-facing personnel such as installers, dispatchers and CSRs
to more effectively and quickly uncover and resolve customer issues and problems.
D
igital Service Provider and Enterprise Suites and Products
Several of our products and suites are made available to both digital service provider customers and enterprise customers.
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