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Service Automation Suite for Video Helps Smooth Installation and Ongoing Subscriber Support REDWOOD CITY, Calif. and ATLANTA, Feb. 8 /PRNewswire-FirstCall/ -- The Service Automation Suite for Video(TM) (SAS-V), which combines software components from both SupportSoft, Inc. (NASDAQ:SPRT) and Scientific-Atlanta (NYSE:SFA), has been selected by Cox Communications, San Diego, for the product's ability to help enhance their customers' experience with digital TV. In field tests conducted by Cox, the solution successfully demonstrated its ability to automate the diagnosis and resolution of common problems associated with the installation and ongoing support of digital TV service. As a result, costly technician visits to customer households were reduced and digital TV reliability was measurably increased. SAS-V can help service providers pinpoint a potential issue with a digital TV connection either within a customer's home or the provider's network, and then assist in automatically resolving the problem in real time. The solution enables cable MSOs to seamlessly verify customer installation and deliver continuing support for the triple play of voice, video and high speed data. Cox customer service representatives and field technicians can use the solution to speed problem diagnosis and improve overall accuracy, either via the phone or at the customer premises, helping to prevent unnecessary truck rolls and the associated expenses. Also, Cox plans to integrate SAS-V with critical data from its billing support and workforce management systems to further enhance problem resolution. "Ensuring a great customer experience is paramount when beginning a new service. The initial installation and first 30 days of service that follow can positively or negatively impact subscriber churn, as well as influence customer interest in the purchase of future products or their satisfaction with existing services," said Bill Hulsey, VP of IT and Video Engineering of Cox Communications in San Diego. "We selected the SupportSoft and Scientific-Atlanta Service Automation Suite for Video because it surpassed our expectations in field tests by helping to reduce technician truck rolls associated with digital TV installation. By making digital TV installation and ongoing service a more pleasant experience, we're confident that we can exceed customer expectations, reduce churn and better control our operational expenses." "Cox Communications' use of SAS-V can help their customers to more quickly see the benefits of their new digital TV service, while keeping Cox's operating costs and subscriber churn in check," said Tony Palermo, vice president business development and emerging markets, SciCare(TM) Broadband Services at Scientific-Atlanta. "Scientific-Atlanta and SupportSoft are demonstrating that service automation is a necessary step in deploying digital TV." "Digital TV installation can be complicated. Receiving multiple services in the home understandably means that installation and service maintenance are even trickier with more products to manage. SAS-V can help Cox Communications ensure that their digital TV customers experience a problem-free installation," said Chris Grejtak, senior vice president of marketing and corporate development for SupportSoft. "It's yet another example of how service providers are using our Digital 360 solutions to ensure their ability to successfully and profitably deliver triple play services -- whether VoIP, high speed data or digital TV." About SupportSoft SupportSoft is a leading provider of Real-Time Service Management (RTSM(TM)) software designed to automatically resolve IT technical problems for enterprises and enable triple play service automation for VoIP, video or broadband delivery by service providers to their customers. Digital service providers benefiting from SupportSoft solutions include Belgacom, BellSouth, Charter Communications, Comcast Communications, Cox Communications, Time Warner, TeliaSonera and UPC. Enterprises that have licensed SupportSoft software for IT requirements include ADP, Bank of America, BT, IBM, Procter & Gamble, Siebel Systems, Sony, Symantec and Thomson Financial. Managed service providers that utilize the Company's solutions to provide outsourced services to their enterprise customers include ACS, CGI, CompuCom and CSC. For more information visit http://www.supportsoft.com/. About SciCare Broadband Services SciCare Broadband Services is the systems integrator, professional services and consulting arm of Scientific-Atlanta, Inc. SciCare provides cable network expertise to help cable operators deploy new services to meet their business needs. SciCare experts help cable operators improve the customer experience with problem solving expertise that address service quality, availability, and operating support systems impacting cable's operating expense and revenue. About Scientific-Atlanta Scientific-Atlanta, Inc. ( http://www.scientificatlanta.com/ ) is a leading supplier of digital content distribution systems, transmission networks for broadband access to the home, digital interactive set-tops and subscriber systems designed for video, high-speed Internet and voice over IP (VoIP) networks, and worldwide customer service and support. "Forward-looking statements," as defined in the Private Securities Litigation Reform Act of 1995, may be included in this news release. A variety of factors could cause Scientific-Atlanta's actual results to differ from the anticipated results expressed in such forward-looking statements. Investors are referred to Scientific-Atlanta's Cautionary Statements (Exhibit 99.1 to the Company's most recent Form 10-Q), which statements are incorporated into this news release by reference. In addition, such forward-looking statements could cause SupportSoft's actual results to differ from the anticipated results expressed in such forward-looking statements. In particular, the statements relating to the benefits expected from the Service Automation Suite for Video generally and by the announced customer in particular, are subject to a number of risks and uncertainties, including but not limited to the continued cooperation between the two companies, the technical challenges and time and effort involved in the deployment, customer acceptance of the product, the rapid pace of technological change, and other risks and uncertainties detailed from time to time in SupportSoft's SEC reports. Statements included in this release are based upon information known to SupportSoft as of the date of this release, and SupportSoft assumes no obligation to update information contained in this press release. NOTE: Scientific-Atlanta and the Scientific-Atlanta logo are registered trademarks and SciCare is trademark of Scientific-Atlanta, Inc. SupportSoft and Service Automation Suite are trademarks or registered trademarks of SupportSoft, Inc. DATASOURCE: SupportSoft, Inc. CONTACT: Jennifer Massaro of SupportSoft, Inc., +1-650-556-8596, or ; or Sara Stutzenstein of Scientific Atlanta, Inc., +1-770-236-2181, or Web site: http://www.scientificatlanta.com/ Web site: http://www.supportsoft.com/

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