Deployment and Support Software for Broadband Services

Support.com's new products, SmartQualify and SmartVerify, should enable ISPs to streamline the process of deploying broadband services and providing customer support.

by Wayne Kawamoto [January 22, 2001]

Support.com, a provider of support infrastructure software for digital businesses, announced it is expanding its eSupport solution for the ISP market.

The company says it is responding to the escalating needs of the service provider market by introducing two new products: SmartQualify and SmartVerify. The new products let broadband providers extend their premium service and support by automating and personalizing the installation and support processes.

• SmartQualify is a Web-based product that lets ISPs automatically check a subscriber's system to verify that it meets the minimum requirements for optimal broadband service. SmartQualify is supposed to ensure the accuracy of subscriber information.
• SmartVerify automates diagnostic testing on key components of network connectivity, which may provide ISPs the assurance that an installation was successfully completed. With the help of SmartVerify, a subscriber or technician may be able to quickly and easily diagnose connectivity problems including those of key services like email.

Support.com says that ISPs that use its products to streamlineg the installation process and capture information may be better equipped to quickly and effectively respond to subscribers' support demands.

"Support.com works diligently to continually enhance the value of our customers' service offerings, and this commitment is demonstrated with our expanded solution for the service provider space," said Radha Basu, CEO and president of Support.com. "We are very pleased to offer the world's leading service providers a solution that is focused on the unique requirements of this dynamic market."

"Support.com infrastructure software is uniquely designed to enable ISPs to streamline the installation process and capture rich personalized information that allows for quick and effective response to subscribers' support demands," said Stephanie Cherrington, Group Industry Marketing Manager.

Availability and pricing
Support.com's expanded software infrastructure, with SmartQualify and SmartVerify, will be generally available in the first quarter, 2001. Final pricing was not available at our press time.

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