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.