SOURCE: SupportSoft, Inc.

December 17, 2008 08:04 ET

Etisalat Deploys eSupport Solution Powered by SupportSoft's Subscriber Agent™

New Customer Service Initiative Improves Quality of Broadband Experience

REDWOOD CITY, CA--(Marketwire - December 17, 2008) - SupportSoft, Inc. (NASDAQ: SPRT), a provider of software and services that make technology work, has been chosen by Etisalat, a leading telecommunications service provider in the United Arab Emirates, to offer proactive eSupport software to their residential Internet users. This new offering, powered by SupportSoft's Subscriber Agent™, is a major initiative aimed at improving the quality of service experience by subscribers to solve basic Internet connectivity issues and problems on their own without having to call a help desk for support.

SupportSoft Subscriber Agent is a PC desktop client being utilized by Etisalat broadband subscribers, who are commonly referred to as "Al Shamil," which is the name used for home ADSL subscribers. Installed on each customer's personal computer with their permission, Subscriber Agent's built-in software intelligence can resolve many common subscriber technical issues, such as "Why can't I connect to the Internet?" or "What's wrong with my email?" It also provides answers to frequently asked questions. The software can help resolve common connectivity problems such as changed network settings, disabled network adapters, obsolete or fixed IP addresses, incorrect proxy server settings or modem configurations and even cabling issues.

According to Mohammed Al Fahim, VP, Customer Care Centre, Etisalat, "The introduction of the eSupport software offers our residential customers an always-on, easily accessed support service in the comfort and convenience of their homes. We've given the matter a lot of thought and this is a proactive measure from Etisalat which will help our growing customer base to deal with minor service issues on an immediate basis."

In addition to solving broadband "Al Shamil" service problems, SupportSoft's Subscriber Agent gives Etisalat a convenient new communications channel -- their customer's desktop -- to send automatic updates, including details of new services and alerts about any service interruptions. The program also gives users a personal Support code to facilitate rapid technical support through Etisalat's Customer Care Center.

"In today's competitive market, Etisalat recognizes that rolling out innovative new services such as eSupport can ensure that their customers' experience with them exceeds expectations," states Michael Sayer, GM & EVP Enterprise Solutions Group at SupportSoft. "Technology alone isn't enough to succeed in retaining market leadership; it is their proven reputation for customer service which will provide Etisalat that competitive advantage," continues Sayer.

About SupportSoft

SupportSoft (NASDAQ: SPRT) provides 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 enterprise offerings, visit; for Instant Technology Relief from consumer and small business technology problems, visit

About Etisalat

Etisalat has been the telecommunications service provider in the United Arab Emirates since 1976. Since then, it has built up state-of-the-art telecom infrastructure and taken a leadership position of innovation and reliability among regional and international operators. Today Etisalat operates across 17 markets in Asia, Africa and the Middle East servicing over 74m customers out of a potential market of 1.6 b.

In 2008, the company has grown to become the largest telecommunications company in the Middle East according to market value, and one of the world's largest operators. It is also ranked number 219 in the world, according to the Financial times. At the end of Etisalat's 2007, it had reported consolidated revenues for the period at AED 21.3 billion, showing an increase of approximately 31%, over 2006 figures. Net Profits reached AED 7.2bn, an increase of 25% on 2006.

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