SupportSoft introduced its new Real-Time Service Management (RTSM) software platform that will serve as the foundation for all its products. The new release, which is a redesign of the company's existing Problem Resolution platform, is aimed at automating technical support, customer service and IT infrastructure management for enterprises and service providers. In association with the launch of the Real-Time Service Management software platform, SupportSoft also announced 4 core products:
- Knowledge Center Suite -- which facilitates knowledge-enabled self-service and assisted service. Broadband network operators could use it to automate service and support knowledge creation, publishing, management and access. Customers can use it to access self-help tools on the web.
- LiveAssist -- a highly scaleable real time, online chat solution for call centers and IT help desk organizations. Customers can simply click a button on a company's Web site to engage a service or support representative without resorting to the need to download software plug-ins or wait in a phone queue. Call center service representatives can handle multiple customer sessions at one time to maximize their productivity. This capability was developed in collaboration with a major cable MSO.
- RemoteAssist -- allows service and support representatives to provide faster, more effective resolution to user problems by taking control of the user's system remotely via the Web. The product provides for full privacy, requiring a user's permission for a service representative to remotely manage their computing system. It also works through firewalls.
- Auto Discovery and Metering -- permits enterprise IT organizations to discover, inventory and meter a company's hardware and software assets in real-time.
- SupportSoft counts seven out of the top nine North American broadband service providers among its customers.
- In September 2003, BellSouth selected SupportSoft as a software vendor for complete service automation to support all of its retail DSL Internet access subscribers. Specifically, BellSouth will be using SupportSoft's SmartAccess, HomeNet, and Knowledge Center products, in addition to its previous deployments of SupportSoft's Service Automation Suite.
