Support.com 2008 Annual Report Download - page 10

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Table of Contents
Enterprise Products
For Enterprise customers, we offer a number of products suitable for both digital service providers and corporate IT departments. We also offer certain
products targeted specifically at digital service providers’ needs. Products that are suitable for both 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 an
end-user. Additionally, should an end-user need to call a customer service representative or help desk analyst, the SupportSoft technical support agent provides
permission-based tools for speeding the call by transferring system level information to our customer’s representative or 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.
Dynamic Agent. In expanding our product offerings, our new Dynamic Agent will build on the desktop software agent our customers have deployed to
more than 50 million end-users worldwide, and will allow customers to offer content that is targeted and personalized for specific end-users based on diagnostic
information gleaned from their computers. When combined with new capabilities for presenting marketing offers and downloading digital goods, the Dynamic
Agent will allow customers to use our platform for revenue generation as well as support services.
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. End-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.” Customer service representatives and help desk 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 help desk 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 help desk analysts to remotely take control of an end-user’s computer to speed problem resolution. By
remotely managing and controlling a device, a help desk 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.
7
Source: SUPPORTSOFT INC, 10-K, March 11, 2009