Support.com 2006 Annual Report Download - page 11

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LiveAssist. LiveAssist is designed to provide call center organizations and IT help desks with a full set of chat capabilities.
LiveAssist allows users and analysts to communicate directly with each other with a scalable, real−time chat solution enhanced by
Web−push capabilities and access to relevant content.
EmailAssist. EmailAssist is designed to provide call center organizations and IT help desks with tools to support e−mail support
channels. EmailAssist enables analysts to create e−mail responses faster by leveraging standard content and also manages the
escalation of e−mail created tickets.
AnalystAssist. AnalystAssist is designed to provide call center organizations and IT help desks with a comprehensive set of
diagnostic and problem resolution tools to solve technical problems remotely, without requiring on−site support. AnalystAssist also
provides analysts with full visibility into the diagnostic tests performed, the tools used and the solutions provided to resolve the
problem. AnalystAssist can be used by analysts during chat sessions using our LiveAssist product and during telephone sessions as
well as in combination with our RemoteAssist product.
Products targeted specifically at digital service providers include:
SmartAccess. SmartAccess is designed to automatically determine if a subscriber’s computing system qualifies for a broadband
connection and, if so, enable self−installation of high−speed data service while providing a platform for the qualification, notification,
installation, management and support of additional services. SmartAccess automates these front−end processes to enable
auto−provisioning of services.
ServiceGateway. ServiceGateway is designed to automate CPE configuration activities, such as firmware upgrades.
ServiceGateway also enables analysts to take remote control of CPE devices, such as routers or gateways, to diagnose and solve
problems on a “one−to−one” basis.
ServiceVerify. ServiceVerify is designed to enable digital service providers to automatically verify the successful installation,
activation and ongoing operations of high−speed data, IPTV and VoIP services. ServiceVerify provides tools and service information
to the service technician and dispatcher as well as the analyst. ServiceVerify can help technicians determine that the work has been
performed correctly and the customer has access to all the services ordered before the technician leaves the job. ServiceVerify also
provides analyst tools designed to rapidly diagnose and resolve problems when a customer calls with a service−related problem.
Service Automation Suite for Video. Developed in conjunction with Scientific−Atlanta (a Cisco company), Service Automation
Suite for 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 analysts to more effectively and efficiently uncover and resolve customer issues and problems.
Under the brand name of support.com, we currently offer technology support services directly to consumers. We offer these
services through our outsourced North American Solution Center, currently staffed with 25 solutions engineers. These technical
support professionals provide services over the telephone and the Internet, using our software solutions to identify, diagnose and
resolve problems. Key features of our consumer technology support services are the following: (1) our services are provided
remotely, with technical experts available over the phone and the internet rather than through in−home or in−store appointments; (2)
our services leverage our proprietary technology which is protected by eight patents; and (3) our services leverage our extensive
knowledgebase of solving technology problems for digital service providers and corporate IT departments. Service offerings on
support.com include:
Comprehensive Problem Resolution. Our Comprehensive Problem Resolution service is designed to assist consumers with a wide
range of computer−related problems. Our solutions engineers use our technology to remotely identify, diagnose and resolve technical
problems and to answer questions that customers have about their computers and related devices.
7
Source: SUPPORTSOFT INC, 10−K, March 16, 2007