Portugal's TV Cabo Selects SupportSoft for Broadband Customer Service

Portugal's TV Cabo Selects SupportSoft for Broadband Customer Service

SupportSoft Solutions to Help Automate Broadband Installation and Ongoing Customer Support

REDWOOD CITY, Calif., July 25 /PRNewswire-FirstCall/ -- SupportSoft, Inc. (NASDAQ:SPRT), a leading provider of Real-Time Service Management (RTSM(TM)) software, today announced that TV Cabo, the cable subsidiary of Portugal Multimedia, has selected SupportSoft SmartAccess(TM) software and features of SupportSoft Service Automation Suite(TM) to help in providing customer service for its high-speed data subscribers throughout Portugal.

TV Cabo is the cable broadband market leader in Portugal, providing high speed connections to Portuguese households via its NetCabo service. TV Cabo selected SupportSoft software to automate the installation of NetCabo broadband Internet access and further provide ongoing, multi-channel customer support via self-service and assisted service solutions.

SupportSoft SmartAccess software is designed to enable TV Cabo subscribers to automatically determine if their computing system qualifies for a high-speed connection, and accelerate connectivity through automated self-installation. TV Cabo can use the Subscriber Agent feature of the SupportSoft Service Automation Suite(TM) software to help minimize lengthy calls to the customer contact center by providing self-healing repair and automated problem resolution. Should a customer be unable to resolve an issue on their own, the software provides for easy escalation to a customer care representative (CSR) for help. In turn, the CSR can more quickly solve the problem through use of the SupportSoft RemoteAssist feature, to remotely diagnose and resolve issues, and SupportSoft LiveAssist, which enables a CSR to chat online with up to four customers at once to reduce call waiting time.

"As our customer requirements continue to evolve and change, so too will TV Cabo's broadband offerings. SupportSoft demonstrates software leadership in high speed customer installation and service," said Salas Pires, chief technical officer of TV Cabo. "We look forward to working with SupportSoft to ensure that our customers' experience with our high-speed digital services is fast, enjoyable, easy-to-use and, above all, responsive to their needs."

"The opportunity to work with a market leader like TV Cabo comes at a pivotal point in the growth of the broadband industry. Customer demand for broadband is escalating worldwide in conjunction with the expansion of triple-play services. As a consequence, service provider opportunities are increasing in ways we once only imagined," said Radha Basu, chairman and chief executive officer of SupportSoft. "European service providers are helping lead the way, as they embrace the promise of triple play service delivery reflected in SupportSoft's Digital 360 product vision, which entails a framework for both a network and customer premises view to help ensure reliable customer service."

About SupportSoft

SupportSoft, Inc. is a leading provider of Real-Time Service Management (RTSM(TM)) software designed to improve enterprise endpoint automation and technical support 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 Auna, Belgacom, BellSouth, Casema, Charter Communications, Comcast Communications, Cox Communications, Time Warner, TDC Cable TV, TeliaSonera and UPC. Enterprises that have licensed SupportSoft software for IT requirements include ADP, Bank of America, BT, IBM, Procter & Gamble, Siebel Systems, Sony 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 www.supportsoft.com.

This press release contains forward-looking statements including, but not limited to, the expected benefits of our product, the expected usage of our products by the named customer, and the increasing demand for services and opportunities for service providers. Forward-looking statements are subject to risks and uncertainties that could cause actual results to differ materially from those discussed in these forward-looking statements, including, but not limited to: our ability and our customer's ability to achieve broad adoption and acceptance of our products and their services, the compatibility of our software with hardware and software platforms that are used by our customers and their subscribers now or in the future, system failures that may cause an interruption in our customer's ability to use our products or services, the ability of our software to produce results for our customer's subscribers, competition, the rapid pace of technological change as well as other risks detailed from time to time in our SEC filings. 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.

Source: SupportSoft, Inc.

CONTACT: Jennifer Massaro of SupportSoft, Inc., +1-650-556-8596, or
jennifer.massaro@supportsoft.com

Web site: http://www.supportsoft.com/

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