SOURCE: SupportSoft, Inc.

April 16, 2008 08:03 ET

Bharti Airtel Selects SupportSoft's ServiceGateway™ for Broadband Provisioning and Activation

SupportSoft's ServiceGateway to Provide Zero-Touch Broadband Activation

REDWOOD CITY, CA--(Marketwire - April 16, 2008) - SupportSoft, Inc. (NASDAQ: SPRT), a provider of software and services that make technology work, today announced that Bharti Airtel Limited, a leading telecommunications provider in India, has revolutionized broadband activation with zero-touch provisioning provided by Support's ServiceGateway™ solution. Bharti offers India's first ever automated broadband self-care technology including automated installation and enhanced customer care to its approximately two million broadband subscribers across India.

Bharti is using SupportSoft ServiceGateway software to provide Airtel customers with "NetXpert Installer," which helps subscribers to quickly and easily self-install their broadband Internet service. With ServiceGateway, Bharti can reduce time-consuming, costly household installation visits by Bharti service technicians or lengthy subscriber calls to customer service representatives for assistance. Through use of ServiceGateway, Bharti's goal is to transition from assisted installation for all broadband subscribers to nearly 100% subscriber self-installation.

At the initial request for a DSL connection, the Field Tech simply inserts the customer's DSL line into the modem and it auto configures itself. The Tech then launches the web browser and the Web based activation flow leads the customer through the configuration steps automatically. When a customer calls for additional services, ServiceGateway automatically authenticates the customer, sets up the device and enables service to begin, all carried out via a secure walled garden environment.

Bharti Airtel will also use ServiceGateway to enable customer service representatives to remotely troubleshoot customer premise equipment (CPE) problems that may require a reboot of the modem, change in Wi-Fi settings, re-install of the modem, or even an upgrade to firmware -- reducing the need for service calls and on-site visits. In addition, these support capabilities have been completely integrated with Airtel's eCRM solution, provided by Oracle, to provide a comprehensive and automated self-care solution.

Launching the initiative, Mr. Srinivas Rao, Chief Marketing Officer, Airtel Telemedia Services said, "This service is marks yet another First from Airtel. The intent is to provide our customers with a sense of reliability and care in every stage of their association with us right from the on boarding stage onwards. Automated support systems like these will simplify user experience of broadband technologies and improve the quality and consistency of service support that will engender a positive sense of expectation and perception of our services."

"ServiceGateway will be instrumental in allowing Bharti Airtel to cost-effectively scale to meet subscriber demand and customer acquisition as broadband usage continues to grow throughout India," said Shan Kadavil, SupportSoft India country manager. "Our support automation software will give Bharti Airtel the ability to optimize the customer experience and allow their customers to get the most from their services, while reducing the cost of service delivery."

About Bharti Airtel Limited

Bharti Airtel Limited, a group company of Bharti Enterprises, is one of India's leading private sector providers of telecommunications services with over 40 million mobile customers. Bharti Airtel has been rated among 10 best performing companies in the world in the BusinessWeek IT 100 list. Bharti Airtel is structured into three strategic business units -- Mobile services, Broadband & Telephone (B&T) services and Enterprise services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles. The B&T business provides broadband & telephone services in 94 cities. The Enterprise services provide end-to-end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand. Airtel's high-speed optic fibre network currently spans over 40,000 kms covering all the major cities in the country. The company has two international landing stations in Chennai that connects two submarine cable systems -- i2i to Singapore and SEA-ME-WE-4 to Europe. For more information, visit

About SupportSoft

SupportSoft (NASDAQ: SPRT) is a leading provider of software and services that make technology work. The Company's solutions reduce technology support costs, improve customer satisfaction and enable new revenue streams for companies reaching 50 million users worldwide. The Company also provides Instant Technology Relief to consumers and small businesses through a series of channel partners and For more information about the Company and its corporate offerings, visit; for Instant Technology Relief to consumer and small business technology problems, visit or dial 1-800-PC-SUPPORT.

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