Support.com 2006 Annual Report Download - page 10

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products and developing new products to help corporate IT departments and managed service providers address a number of key
challenges. These products are being designed to provide value to enterprises of many sizes.
Products
For corporate customers, we offer a number of products suitable for both digital service providers and corportate IT departments.
We also offer certain products targeted specifically at digital service providers. We have recently introduced solutions for the
consumer technology support market that build upon our established offerings.
Products that are suitable for both for digital service providers and corporate IT departments include the following:
Desktop Agent. The SupportSoft agent is a desktop application that identifies, diagnoses and corrects potential problems prior to
their impact on a user. Additionally, should a user need to call a customer service representative or help desk analyst, the SupportSoft
agent provides permission−based tools for speeding the call by transferring system level information to the analyst electronically. For
digital service providers, this product can diagnose and resolve connectivity and email issues as well as other common problems that
are faced by high−speed data subscribers. For corporate IT departments, this product also supports the proactive resolution of
problems through the delivery of updates to desktops.
Self−Service Suite. Self−Service Suite is an integrated set of products designed to bring together knowledge automation
capabilities and service request management capabilities to support users who require web−based answers to technology−related
issues, automated fixes to technology problems, or the ability to submit requests for assistance. The Self−Service Suite includes the
SupportSoft Knowledge Center and RequestAssist products described below.
Intelligent Assistance Suite. Intelligent Assistance Suite is an integrated set of products designed to provide technical support
representatives with a full set of capabilities to speed problem resolution. The Intelligent Assistance Suite includes the SupportSoft
Knowledge Center, AnalystAssist, RemoteAssist, LiveAssist and EmailAssist products described below.
Knowledge Center. Knowledge Center is designed to automate the real−time creation, publication and management of
knowledge−based content for technology problem resolution. Users can benefit from Knowledge Center solutions through their ability
to quickly access personalized, self−service answers online, including access to automated “one−click−fixes.” Analysts can benefit
from Knowledge Center software through functionality that allows them to access a rich repository of knowledge to speed problem
resolution, including both structured and unstructured data. Knowledge Center content can be used to create consumer or employee
facing self−service portals and/or call center or help desk facing content.
RequestAssist. RequestAssist is designed to manage the complete lifecycle of request management, from identification through
resolution. A Web−based interface lets end−users quickly create, submit or check the status of typical requests and incidents.
RequestAssist incorporates capabilities to support rules−based escalation of requests to the appropriate analysts, as well as automated
notification of such escalations via the Web or email.
RemoteAssist. RemoteAssist is designed to enable analysts to remotely take control of a user’s computer to speed problem
resolution. By remotely managing and controlling a device, an analyst can diagnose problems in detail. This may include identifying
whether the problem is at the application, hardware or operating system level, determining the necessary action to resolve the problem
and implementing the resolution. No complex software installation or re−boot of the computer is typically required and a complete
audit trail of all remote sessions is retained to expedite resolution should the problem be encountered again.
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Source: SUPPORTSOFT INC, 10−K, March 16, 2007