SupportSoft, Inc., a leading provider of Real-Time Service
Management (RTSM) software, today announced the newest version of its
SmartAccess software for the automated installation of triple play
services. The new version of SmartAccess builds on the software's current
Web-based installation features, and adds the ability for broadband
customers to more easily install next-generation services such as IPTV or
VoIP or value-added services such as wireless networking.
SmartAccess lets subscribers determine if their computer system
qualifies for a high-speed connection and, if so, speeds installation by
automating the activation process. The solution's Web-based installation
process gives service providers the flexibility to optimize the
installation process in real time, including the ability to deploy
additional, value-added service offerings as part of the installation
process. New features in SmartAccess provide capabilities for:
- Wireless networking configuration -- to guide the user through an
automated process for installing a wireless network and a broadband
connection concurrently, and verify that the wireless network is
working properly and securely.
- Multi-play service installation, which is designed to be extensible to
all multi-play services including VoIP, IPTV and wireline/wireless
convergence. Once the customer has a high speed data connection,
digital service providers can easily upgrade the subscriber to other
services in a fast, efficient manner. Moreover, digital service
providers can verify that all services are working correctly and are
not in conflict with one another through integration with SupportSoft
ServiceVerify software.
- Zero-touch installation -- when used in conjunction with
ServiceGateway, SupportSoft's solution for remote gateway
management, allows a subscriber to more easily configure their modem
in order to get their broadband connection up and running more
quickly. This capability also provides digital service providers more
flexibility in potentially offering their broadband service via
indirect sales through retail outlets.
- Dynamic data services -- to allow service providers to offer broadband
service dynamically, including the ability to continually and easily
offer new options during the installation process. As a result,
service providers can introduce new revenue generating services in
response to customer demands in real time.
- Support for industry specifications including DSL Forum's TR-064
specification, a LAN-side DSL CPE configuration specification designed
to ensure that DSL modems can be easily configured and activated. In
addition, support for industry specifications can minimize deployment
costs for digital service providers, while maximizing their
flexibility in deploying and using a variety of hardware devices.
Broadband usage continues to grow worldwide. For example, China's
broadband population is growing at a rate of over 90% per year, and is
expected to pass the US in total broadband subscribers by late 2006 to
become the largest community of broadband users in the world.
"Service providers face different issues in different parts of the
globe. In Europe and North America, the key goal is to decrease operational
costs while increasing customer satisfaction. However, in China and other
parts of Asia, scalability is the key to successful broadband delivery. No
matter the case, installation automation is key. SmartAccess is designed to
help digital service providers scale to meet the demand of broadband growth
by automating service installation, and help service providers grow in the
future by providing a platform for future service delivery," said Richard
Caballero, director of product marketing and management at SupportSoft.
"Moreover, SmartAccess enables digital service providers to move from a
static provisioning environment to a dynamic provisioning environment,
where remotely managed gateways, smart devices and multi-play services
become the norm."
SmartAccess is a part of SupportSoft's comprehensive support automation
software portfolio, which includes self-healing, self-service and assisted-
service solutions. SupportSoft's Digital 360 product vision provides for
one automated customer experience, one integrated support environment for
subscriber self-service, customer service representative and technician
assisted service, and one, complete view of the network and customer
environment for rapid problem diagnosis and resolution, regardless of which
triple or multi-play service is delivered.