Support.com 2008 Annual Report Download - page 11

Download and view the complete annual report

Please find page 11 of the 2008 Support.com annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 116

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92
  • 93
  • 94
  • 95
  • 96
  • 97
  • 98
  • 99
  • 100
  • 101
  • 102
  • 103
  • 104
  • 105
  • 106
  • 107
  • 108
  • 109
  • 110
  • 111
  • 112
  • 113
  • 114
  • 115
  • 116

Table of Contents
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.
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.
RemoteTango. RemoteTango, expected to be released in late 2009, will be remote control software delivered in a hosted, SaaS model. Remote control
software enables one computer user to control another’s machine; it is used heavily in technical support and remote infrastructure management. We have had
remote control in our product portfolio for some time, but our new product has been redesigned for SaaS delivery and will be offered on a standalone basis rather
than as part of a larger suite of products and services.
Products targeted specifically at digital service providers include:
SmartAccess. SmartAccess is designed to enable broadband providers to add new subscribers quickly and activate additional services in a seamless and
automated manner, through self-installation or technician-directed installation. SmartAccess qualifies the subscriber’s computer for broadband services,
integrates with back-end billing and provisioning systems to activate services, automatically configures modems and residential gateway devices in the
subscriber’s home, and installs and configures all necessary software on the subscriber’s computer.
ServiceGateway. ServiceGateway is designed to leverage recent DSL industry standards to enable “zero-touch” provisioning of DSL devices and
services without the need for manual steps. ServiceGateway also provides DSL providers with the capability to conduct mass configuration changes and
firmware updates to existing devices, as needed to activate and support new triple play services.
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 help desk analyst. ServiceVerify can help technicians determine that the work has been performed correctly and that their 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 is
designed to 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 help desk analysts to more effectively and efficiently uncover
and resolve customer issues and problems.
Enterprise Implementation Services
In our Enterprise segment, our Global Services organization provides best practice solutions tailored to help maximize the value our customers derive from
our products. Our services capabilities are divided into five core areas with the goal of guiding the customer through a successful experience with our products:
• Project Planning and Management. Builds comprehensive project plans in coordination with customers and partners with a goal of ensuring that
budget, timeline and quality objectives are achieved.
8
Source: SUPPORTSOFT INC, 10-K, March 11, 2009