Support.com 2007 Annual Report Download - page 11

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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.
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.
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 RemoteAssist, LiveAssist, EmailAssist, AnalystAssist and Knowledge
Center products described herein.
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.
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.
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Source: SUPPORTSOFT INC, 10-K, March 13, 2008