SupportSoft and Scientific-Atlanta Empower Automated Customer Service for Digital TV at Cox Communications
February 08 2006 - 8:00AM
PR Newswire (US)
Service Automation Suite for Video Helps Smooth Installation and
Ongoing Subscriber Support REDWOOD CITY, Calif. and ATLANTA, Feb. 8
/PRNewswire-FirstCall/ -- The Service Automation Suite for
Video(TM) (SAS-V), which combines software components from both
SupportSoft, Inc. (NASDAQ:SPRT) and Scientific-Atlanta (NYSE:SFA),
has been selected by Cox Communications, San Diego, for the
product's ability to help enhance their customers' experience with
digital TV. In field tests conducted by Cox, the solution
successfully demonstrated its ability to automate the diagnosis and
resolution of common problems associated with the installation and
ongoing support of digital TV service. As a result, costly
technician visits to customer households were reduced and digital
TV reliability was measurably increased. SAS-V can help service
providers pinpoint a potential issue with a digital TV connection
either within a customer's home or the provider's network, and then
assist in automatically resolving the problem in real time. The
solution enables cable MSOs to seamlessly verify customer
installation and deliver continuing support for the triple play of
voice, video and high speed data. Cox customer service
representatives and field technicians can use the solution to speed
problem diagnosis and improve overall accuracy, either via the
phone or at the customer premises, helping to prevent unnecessary
truck rolls and the associated expenses. Also, Cox plans to
integrate SAS-V with critical data from its billing support and
workforce management systems to further enhance problem resolution.
"Ensuring a great customer experience is paramount when beginning a
new service. The initial installation and first 30 days of service
that follow can positively or negatively impact subscriber churn,
as well as influence customer interest in the purchase of future
products or their satisfaction with existing services," said Bill
Hulsey, VP of IT and Video Engineering of Cox Communications in San
Diego. "We selected the SupportSoft and Scientific-Atlanta Service
Automation Suite for Video because it surpassed our expectations in
field tests by helping to reduce technician truck rolls associated
with digital TV installation. By making digital TV installation and
ongoing service a more pleasant experience, we're confident that we
can exceed customer expectations, reduce churn and better control
our operational expenses." "Cox Communications' use of SAS-V can
help their customers to more quickly see the benefits of their new
digital TV service, while keeping Cox's operating costs and
subscriber churn in check," said Tony Palermo, vice president
business development and emerging markets, SciCare(TM) Broadband
Services at Scientific-Atlanta. "Scientific-Atlanta and SupportSoft
are demonstrating that service automation is a necessary step in
deploying digital TV." "Digital TV installation can be complicated.
Receiving multiple services in the home understandably means that
installation and service maintenance are even trickier with more
products to manage. SAS-V can help Cox Communications ensure that
their digital TV customers experience a problem-free installation,"
said Chris Grejtak, senior vice president of marketing and
corporate development for SupportSoft. "It's yet another example of
how service providers are using our Digital 360 solutions to ensure
their ability to successfully and profitably deliver triple play
services -- whether VoIP, high speed data or digital TV." About
SupportSoft SupportSoft is a leading provider of Real-Time Service
Management (RTSM(TM)) software designed to automatically resolve IT
technical problems for enterprises and enable triple play service
automation for VoIP, video or broadband delivery by service
providers to their customers. Digital service providers benefiting
from SupportSoft solutions include Belgacom, BellSouth, Charter
Communications, Comcast Communications, Cox Communications, Time
Warner, TeliaSonera and UPC. Enterprises that have licensed
SupportSoft software for IT requirements include ADP, Bank of
America, BT, IBM, Procter & Gamble, Siebel Systems, Sony,
Symantec and Thomson Financial. Managed service providers that
utilize the Company's solutions to provide outsourced services to
their enterprise customers include ACS, CGI, CompuCom and CSC. For
more information visit http://www.supportsoft.com/. About SciCare
Broadband Services SciCare Broadband Services is the systems
integrator, professional services and consulting arm of
Scientific-Atlanta, Inc. SciCare provides cable network expertise
to help cable operators deploy new services to meet their business
needs. SciCare experts help cable operators improve the customer
experience with problem solving expertise that address service
quality, availability, and operating support systems impacting
cable's operating expense and revenue. About Scientific-Atlanta
Scientific-Atlanta, Inc. ( http://www.scientificatlanta.com/ ) is a
leading supplier of digital content distribution systems,
transmission networks for broadband access to the home, digital
interactive set-tops and subscriber systems designed for video,
high-speed Internet and voice over IP (VoIP) networks, and
worldwide customer service and support. "Forward-looking
statements," as defined in the Private Securities Litigation Reform
Act of 1995, may be included in this news release. A variety of
factors could cause Scientific-Atlanta's actual results to differ
from the anticipated results expressed in such forward-looking
statements. Investors are referred to Scientific-Atlanta's
Cautionary Statements (Exhibit 99.1 to the Company's most recent
Form 10-Q), which statements are incorporated into this news
release by reference. In addition, such forward-looking statements
could cause SupportSoft's actual results to differ from the
anticipated results expressed in such forward-looking statements.
In particular, the statements relating to the benefits expected
from the Service Automation Suite for Video generally and by the
announced customer in particular, are subject to a number of risks
and uncertainties, including but not limited to the continued
cooperation between the two companies, the technical challenges and
time and effort involved in the deployment, customer acceptance of
the product, the rapid pace of technological change, and other
risks and uncertainties detailed from time to time in SupportSoft's
SEC reports. Statements included in this release are based upon
information known to SupportSoft as of the date of this release,
and SupportSoft assumes no obligation to update information
contained in this press release. NOTE: Scientific-Atlanta and the
Scientific-Atlanta logo are registered trademarks and SciCare is
trademark of Scientific-Atlanta, Inc. SupportSoft and Service
Automation Suite are trademarks or registered trademarks of
SupportSoft, Inc. DATASOURCE: SupportSoft, Inc. CONTACT: Jennifer
Massaro of SupportSoft, Inc., +1-650-556-8596, or ; or Sara
Stutzenstein of Scientific Atlanta, Inc., +1-770-236-2181, or Web
site: http://www.scientificatlanta.com/ Web site:
http://www.supportsoft.com/
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