International

SupportSoft (NASDAQ: SPRT) is a global provider of support automation software that ensures that technology critical to real-time businesses - as well as technology and related services that consumers have come to rely upon - works as planned. SupportSoft solutions all take advantage of patented functionality in its Real-Time Service Management (RTSM™) software platform, which provides the ability to precisely identify, diagnose and resolve technical problems — simply and automatically.

SupportSoft's comprehensive, integrated approach to support automation helps businesses in three major, critical ways:

• Avoidance of technical issues through proactive, or self-healing, measures before they negatively impact individual or corporate productivity;
• Empowerment of end-users to quickly and easily solve problems themselves through self-service;
• Enablement of IT service professionals to be more efficient and effective when personally assisting end-users to resolve problems.

Put simply, SupportSoft provides companies with the technology that keeps technology working — to help reduce the high costs of support delivery, ensure personal productivity and create a great customer experience with business services, especially those pertaining to broadband, VoIP and IPTV delivery.

SupportSoft markets and sells its products around the globe, through offices in the U.S., Europe and the Asia-Pacific regions. A who's who of Global 2000 companies, as well as DSL and cable industry leaders worldwide, have standardized on SupportSoft solutions as their underlying support automation infrastructure. Our customers include, among others:

• Digital Service Providers such as BellSouth, Belgacom, Charter Communications, Comcast, Cox Communications, Portugal Telecom, TDC Solutions, TeliaSonera, Time Warner, Tiscali, Verizon and UPC.
• Enterprises such as 3M, ADP, BT, Bank of America, Fidelity Investments, Kimberly-Clark and Procter & Gamble.
• Managed Service Providers such as CompuCom, CSC, Hewlett-Packard and IBM Global Services.

These and other SupportSoft customers all share a common vision that we term "Digital 360°." Central to that vision is providing one integrated support environment that helps end-users get the most from the technology they are using- no matter what device is being used, what service is being accessed or where the end-user is located. By enabling one 360° view of both the network and the endpoint for precise problem diagnosis and automated resolution, SupportSoft helps companies realize greater productivity and operational cost-savings, while assisting their employees and customers get the most from the technology they require.

SupportSoft Products for Triple Play Service Delivery

SupportSoft Accelerator™ Reduce Problem Resolution Time and Increase User Satisfaction

SupportSoft Accelerator significantly reduces your problem resolution time and improves user satisfaction. With your call tracking system serving as a single system of record, SupportSoft's Advanced Analyst tools and Automated Solutions increase help desk productivity and effectiveness in analyst-assisted calls, as well as improves user satisfaction.

Fast. Efficient. Streamlined.

• Increase first contact resolution rates
• Minimize desk-side visits with immediate diagnostics and resolutions
• Improve user satisfaction with fast, effective, automated solutions
• Expand scope of problems resolved by Level 1 analysts

Improve Analyst Productivity and Experience

• Faster resolution of problems by automatically gathering diagnostic data from users machine
• Powerful tools to resolve more problems on the first call

Improve User Productivity and Experience

• Eliminate the need for frustrating technical questions
• Enable the user to increase productivity, submit incidents for 'help later,' and always maintain control of experience

SupportSoft Service Automation Suite™—Video was jointly developed in association with Scientific-Atlanta. The Service Automation Suite for Video streamlines customer service and can improve overall customer satisfaction by automating the diagnosis and resolution of common problems associated with the delivery and use of digital cable video service.

SupportSoft Intelligent Assistance Suite™ (IAS) provides support representatives with a set of integrated capabilities specifically designed for the need to speed problem resolution when contacted by an end-user. Built-in knowledge automation enables support staff to author, publish and access the best solutions to and from a support knowledgebase. The solution's AnalystAssist™ capability includes functionality for live chat with end-users, remote management of the end-user's computing system for problem diagnosis plus "push" of a Web delivered solution if needed. AnalystAssist also provides for automated voice assistance for targeted problem diagnosis and resolution when the end-user may not have online access for any reason. The Intelligent Assistance Suite's multi-channel support capabilities are designed to give support organizations a powerful set of easy-to-use diagnostic tools for support staff, enabling them to better resolve problems quickly, economically and on the first contact with the end-user.

SupportSoft Knowledge Center™ provides for knowledge enabled self-service and more intelligent, automated assisted service. With Knowledge Center, both customers and customer service representatives can gain fast access to a knowledge base that can provide personalized, automated answers to problems.

SupportSoft LiveAssist™ is part of the SupportSoft Intelligent Assistance Suite and is built to support millions of online customers via online chat, while seamlessly integrating into a company's existing Web site. It provides high volume call center organizations with the ability to service online employees or customers with a highly scaleable, multi-tasking real-time chat and Web push solution.

SupportSoft SmartAccess™ provides digital service providers with capabilities to automatically determine if a subscriber's computing system qualifies for a broadband connection and, if so, enables self-installation of high-speed Internet access software.

SupportSoft Self-Service Suite™ (SSS) enables end-users to easily find personalized answers to common technical issues through accessing a support knowledgebase via a self-service portal. Additionally, through the use of built-in knowledge automation, answers to problems can be context sensitive, conveniently updated and as easy as a "one-click-fix" for the end-user to resolve the issue. Should the end-user not be able to resolve the problem on their own, the Self-Service Suite provides the ability for the end-user to create an automated request for assisted service, and seamlessly escalate their need to the most appropriate support representative. With the SupportSoft Self-Service Suite, end-users can gain fast, personalized answers to their questions, while support organizations can avoid the high cost of unnecessary calls to the service desk - plus free their support staff to more effectively handle more complex problems.

SupportSoft ServiceGateway™ enables the remote management and smooth operation of home and small business broadband gateways, routers and access points. For many service providers, voice and video services are delivered through powerful multi-service gateways. ServiceGateway enables service providers to remotely diagnose and troubleshoot problems, as well as effectively manage firmware and service configurations to maintain service continuity. As a result, service providers can streamline the rollout and adoption of triple play services.

SupportSoft ServiceVerify™ enables digital service providers to automatically verify the successful installation and activation of VoIP, video over DSL or cable, and high-speed data services to homes and small businesses.