Belgacom Gets IPTV Customers Off to a Fast Start With SupportSoft Solution

Belgacom Gets IPTV Customers Off to a Fast Start With SupportSoft Solution

SupportSoft SmartAccess Software Automates Self-Service Installation for Telco's Newest Triple Play Service

REDWOOD CITY, Calif., Feb. 22 /PRNewswire-FirstCall/ -- SupportSoft, Inc. (NASDAQ:SPRT), a leading provider of Real-Time Service Management (RTSM(TM)) software, today announced that Belgacom SA, Belgium's largest telecommunications company, has deployed SupportSoft SmartAccess(TM) software to speed deployment of its newest service offering, Belgacom TV. As a result, more than 800,000 broadband subscribers can quickly and easily self-install a new IP-based TV connection -- and immediately begin to enjoy unique digital programming, video on demand and other services.

SupportSoft SmartAccess software automates the self-installation of an iDTV (also referred to as IPTV) connection. The solution automatically assists in verifying customers' system characteristics, such as firmware version, modem and set-top box type, configuring their PC and wireless gateway with the latest software as needed, and providing interactive instructions to connect all the key components together. Everything needed for a successful installation is within easy reach of the customer, reducing time-consuming, expensive service calls or truck rolls to the customer premises as well as speeding adoption of this new service. Belgacom broadband customers already benefit from the use of other innovative SupportSoft software products, including automated solutions for customer self-service and assisted service.

An independent 2005 European survey(1) conducted in 6 European companies by InsightExpress, a market research firm, revealed that 81% of ADSL subscribers are interested in receiving all of their triple play services from one provider. Further, 86% of those surveyed said they believe that customer service would stay the same or improve if they received voice, video and data services from one provider, with 17% believing it will "improve significantly." Meeting this expectation can present a problem for service providers, since the deployment of voice and video services can be an order of magnitude more difficult than for traditional broadband services.

"Belgacom's goal is not simply acquiring new customers but retaining them through creating the best possible experience for any triple play service they may choose," said Walter Gelens, Marketing Director at Belgacom. "iDTV holds the potential to provide consumers with even more entertainment value than they receive through traditional TV service. And, for Belgacom TV, that value begins with successful, automated installation of an iDTV connection using SupportSoft SmartAccess."

"The Benelux countries as a group are one of the most mature and competitive broadband markets in the world. Business growth for service providers is being driven by the introduction of new, high value services such as IPTV," said James Morehead, vice president of product management and marketing at SupportSoft. "Belgacom understands through its market share leadership that technology alone isn't enough to succeed; their unsurpassed reputation for customer service has provided competitive advantage. That's a key reason why we're especially gratified that they have selected SupportSoft SmartAccess to help them maintain it."

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 www.supportsoft.com.

This press release contains forward-looking statements including, but not limited to, the expected benefits of our products and the expected continued usage of our products by the named customer. 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 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.

(1) The European survey was conducted by InsightExpress, an independent online market research firm, and completed in January, 2005. The sample included 309 ADSL subscribers from France, Germany, Italy, Poland, Spain and the United Kingdom. The survey results are projectable across the population of ADSL subscribers within the countries surveyed and indicate a margin of error of 5.54% +/- at a 95% confidence level.

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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