Leading DSL Provider To Further Enhance Broadband Installation, Service and Support With New Deployment of BroadJump Solutions
January 31, 2002 – BroadJump, Inc., provider of software solutions for the efficient and rapid deployment of broadband services and Support.com, Inc., the world’s leading provider of support automation software, today announced that SBC Communications, Inc. has selected the companies’ new Broadband Resolution Suite to enhance customer service and support for its DSL subscribers. In addition, based on the 90 percent self-installation rate achieved by SBC in 2001 using BroadJump’s Virtual Truck® Installer, the service provider will continue deployment of that solution and begin deployment of BroadJump’s Virtual Truck Qualifier.
An end-to-end consumer support solution, the Broadband Resolution Suite consists of BroadJump’s industry-leading connection management software and Support.com’s Resolution Suite software platform. This combination gives SBC the tools necessary to pinpoint subscriber problems and solve them quickly, accurately and automatically – reducing the costs associated with supporting broadband service throughout the subscriber lifecycle.
“With the majority of our customers choosing the DSL self install option, we have focused on developing a package that allows them to enjoy the benefits of broadband faster and easier,” said Andres Gutierrez, general manager of SBC’s Self Install Operations and Development. “As demand for DSL Internet Access Service continues to increase, the combination of the Broadband Resolution Suite and BroadJump’s Virtual Truck family of products provides SBC with a means to reduce support calls, increase customer satisfaction, and enhance the overall DSL Internet experience through seamless automation, self-service, and diagnostics for our customers.”
In addition to future deployment of the Broadband Resolution Suite, SBC will begin deployment of BroadJump’s Virtual Truck Qualifier. With this software, SBC can streamline the order and self-installation processes by validating a potential subscriber’s PC configuration prior to the subscriber ordering broadband service, eliminating the need for a truck roll.
SBC will also continue using BroadJump’s Virtual Truck Installer, re-branded as SBC Express, to allow new SBC DSL subscribers to self-install their high-speed access. SBC began using Virtual Truck Installer in February 2001, and has since deployed the software across its thirteen state operating region for DSL Internet customers’ self-installation. The deployment of Virtual Truck Installer in the SBC network has been highly acclaimed by leading industry experts, earning SBC an award in 2001 for the “Best Broadband Self-Installation” product from the International Engineering Consortium.
“BroadJump’s solutions were created to help service providers like SBC solve the challenges associated with acquiring new broadband customers and providing ongoing service and support,” said Kip McClanahan, president and CEO of BroadJump. “SBC’s selection of the Broadband Resolution Suite combined with the continued deployment of BroadJump’s Virtual Truck family of products is a testament to the valuable contribution BroadJump has made toward helping service providers streamline broadband from top to bottom.”
“Working with SBC, the leader in DSL broadband access, is tremendously gratifying as Support.com continues to deliver on its vision to extend pervasive support for a connected world,” said Radha Basu, CEO of Support.com. “As our experience with more and more broadband service providers worldwide continues to demonstrate, support automation is playing a critical role in their ability to maintain high levels of customer satisfaction. The new Broadband Resolution Suite helps them to not only keep subscribers happy but, just as importantly, it enables broadband service providers to scale cost efficiently to meet growing market demand for high speed connectivity.”
BroadJump, Inc. (www.broadjump.com) creates software that allows residential broadband service providers – cable, DSL and fixed wireless – to streamline installation, manage the connection and enable the fulfillment of revenue generating goods and services. With BroadJump’s solutions, service providers can enhance the subscriber experience through intelligent deployment of applications, content and valuable new services.
BroadJump’s announced customers include Adelphia Communications, AT&T Broadband, Bell Canada, BellSouth Corporation, Charter Communications, Cox Communications, NTL, RoadRunner, SBC Communications, Sprint and Time Warner Cable. Founded in November 1998 by broadband and software industry veterans, BroadJump is headquartered in Austin, Texas with offices throughout the United States and in Australia, Canada and the United Kingdom.
Support.com (Nasdaq:SPRT) is the world's leading provider of support automation software. Support.com's patented software platform allows businesses to automate and personalize the support they provide to their customers, partners and employees, helping them reduce costs and drive user satisfaction through problem resolution. Global 2000 enterprises using Support.com's software include IBM, Cisco Systems, GE, Procter & Gamble, Sony, Schlumberger, CSC and Siebel Systems -- in addition to Broadband Service Providers such as BellSouth, Charter Communications, Cox Communications and SBC. Support.com has offices worldwide. For more information, visit www.support.com.
MCC International Ltd
Martin Brindley/ Adrian Brophy
Tel. +44 (0)1962 888 100
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