SupportSoft VoiceAssist(TM) Software Provides Enhanced Customer Service for BellSouth
13 Juillet 2004 - 7:19PM
PR Newswire (US)
SupportSoft VoiceAssist(TM) Software Provides Enhanced Customer
Service for BellSouth BellSouth(R) FastAccess(R) DSL for Retail
Internet Service Subscribers Can Benefit from Service Automation
Even When Offline REDWOOD CITY, Calif., July 13
/PRNewswire-FirstCall/ -- SupportSoft, Inc. (NASDAQ:SPRT), a
leading provider of Real-Time Service Management (RTSM(TM))
software, today announced that BellSouth (NYSE:BLS) will trial the
new SupportSoft VoiceAssist(TM) software, which can speed the
resolution of technical issues for its retail DSL subscribers even
when a Web connection is not available. SupportSoft VoiceAssist
software provides the ability for the automated, offline diagnosis
of technical problems via the telephone, and enables the customer
to share complex information with a customer service representative
through communication of a simple code number created by the
software. The result is that the service representative is already
well on the way to resolving the issue once the phone call is
received, without having to prompt the customer for basic
information that can contribute to a frustrating and often costly
delay in responding to a customer's support needs. SupportSoft
VoiceAssist software incorporates SupportSoft's patented
SmartIssue(R) technology to provide customer service and support
representatives with detailed system and diagnostic information
about the end-user's computing environment. This technical insight
can be automatically gathered and delivered via the phone, even
when the caller is offline, enabling end-users with connectivity
problems to receive the benefits of service automation. No longer
do service representatives have to waste time asking the caller a
long list of questions about their computing system or connectivity
settings, helping contribute to increased first call resolution
rates and shorter call times. BellSouth can use the SupportSoft
VoiceAssist software in conjunction with the other solutions it has
already deployed from SupportSoft, including automated subscriber
installation through SupportSoft's SmartAccess(TM) software and
knowledge-enabled self-service and intelligent assisted service
using the SupportSoft Knowledge Center Suite(TM) and the
SupportSoft Service Automation Suite(TM) software. With the
industry's most comprehensive multi-channel customer service
automation infrastructure in place, BellSouth's DSL Internet
service subscribers can enjoy faster and more personalized customer
care. "We are looking for a tool like SupportSoft VoiceAssist, to
help decrease the customer contact time and increase first call
resolution," said Dirk Palenik, Director of eTools and Center
Support for BellSouth. "Such a tool would complement our strategy
of improving customer satisfaction while simultaneously reducing
our operational support costs." "BellSouth has an unwavering
commitment to maintaining high levels of award-winning customer
satisfaction. Its use of SupportSoft VoiceAssist can provide yet
another innovative support channel to meet their customer needs,"
said Radha Basu, chairman and CEO of SupportSoft. "VoiceAssist is
the latest offering from SupportSoft to help companies deliver on
the promise of the real-time enterprise by keeping technology users
up and running, whether they are online or off, and to help service
representatives more quickly resolve customer issues via the
phone." About SupportSoft SupportSoft is a leading provider of
Real-Time Service Management (RTSM(TM)) software designed to
accelerate and automate enterprise technical support, customer
service and IT infrastructure management. Enterprises that have
purchased our products and services include: ADP, Bank of America,
Cisco Systems, IBM, Procter & Gamble, Siebel Systems, Sony and
Thomson Financial. Managed service providers that have purchased
our products to provide outsourced services to enterprises include:
Accenture, ACS, CompuCom, CSC and IBM Global Services. Digital
service providers incorporating our software into their service
offerings include: Adelphia Communications, BellSouth, Charter
Communications, Comcast Communications, Cox Communications,
TeliaSonera and UPC. For more information, visit
http://www.supportsoft.com/. This press release contains
forward-looking statements within the meaning of Section 27A of the
Securities Act of 1933 and Section 21E of the Securities Exchange
Act of 1934. These forward-looking statements are statements that
relate to future events and include, but are not limited to, the
expected benefits of our products and the expected 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, 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, 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. DATASOURCE:
SupportSoft, Inc. CONTACT: Jennifer Massaro of SupportSoft, Inc.,
+1-650-556-8596, or Web site: http://www.support.com/
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