SOURCE: SupportSoft, Inc.

April 16, 2008 08:03 ET

SupportSoft Enables Bharti Airtel to Make Broadband Adoption and Usage Simpler for Subscribers Across India

Bharti Airtel's NetXpert Launched With SupportSoft Solutions

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 successfully rolled out three new services to its Airtel broadband customers using SupportSoft software. Bharti launched these services under the "NetXpert" brand, offering 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 SubscriberAgent™ software to provide Airtel customers with the "Airtel NetXpert Agent." Installed on each customer's personal computer with their permission, SubscriberAgent's built-in software intelligence can help diagnose problems and provide automated resolutions to top issues that the subscriber may experience, including possible connectivity, browser and e-mail related problems.

Extending on solution, Bharti Airtel will also use the NetXpert Agent as a marketing and revenue generating tool by providing links to Bharti's Value Added Services (VAS) as well as sending out scheduled alerts on topics ranging from new plans to billing reminders to their subscriber base.

Bharti has also rolled out the "Airtel NetXpert DTL" using SupportSoft Intelligent Assistance™ software, which provides a set of remote diagnostics tools to Call Center executives. This allows analysts the ability to diagnose technology problems quickly and easily by reducing both the time consuming and manual steps involved in solving problems, leading to increased first call resolution, decreased call handling times, and decreased field visits.

Lastly, Bharti Airtel is leveraging SupportSoft's LiveAssist™ software to support its "Airtel NetXpert Chat" service, whereby Airtel customers can have an online "conversation" with a Bharti customer service representative to respond to questions or issues in real time. Customers simply click on the "Chat with an Xpert" icon on the Bharti Airtel Web site to quickly get connected to an agent, and they can save a transcript of the chat for future reference. LiveAssist can enable a customer service representative to chat online with up to four customers at one time, helping reduce customer wait time and speed answers to subscriber questions.

"As industry leaders, we at Airtel are constantly taking initiatives to offer the best in class services that seek to enhance customer experience. With the introduction of the upgraded NetXpert platform, our customers will now not only be able to troubleshoot connectivity related issues themselves but also avail updated billing information, thereby taking customer convenience to new levels," said Srinivas Rao, Chief Marketing Officer, Airtel Telemedia Services. "We are extremely happy to be partnering with SupportSoft in this endeavour that will set new standards of service care delivery, helping further the uptake of broadband services in the country."

"Forward-thinking service providers like Bharti understand that superior customer care from the start can lead to more loyal customers and increased adoption of new and additional services," said Josh Pickus, president and CEO of SupportSoft. "We are proud to be the driving force behind Bharti's innovative line of services to provide its customers with convenience and peace of mind, while providing Bharti with measurable benefits to the bottom line."

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.

Contact Information