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SupportSoft, Inc., provider of Real-Time Service Management (RTSM(TM)) software, announced that the telecommunications service provider Royal KPN Nederland (KPN), has chosen to standardize on SupportSoft's Service Automation Suite(TM) for Broadband, a software platform that enables service providers worldwide to best manage and automate service delivery -- reliably, consistently and profitably.
SupportSoft's Service Automation Suite for Broadband is designed to help KPN provide real-time service and support to its more than 746,000 DSL subscribers. KPN also purchased SupportSoft's SmartAccess(TM) software solution, which can automatically ease the installation of a high speed data connection through standardized Customer Premises Equipment (CPE) configuration technology. Finally, SupportSoft's Knowledge Center Suite(TM) was selected by KPN to provide fast and highly-personalized resolution to "how-to" problems via automated "one-click fix" content made available through a service and support knowledgebase.
KPN has the most extensive local access capability, sales presence and brand name recognition of any telecommunications operator in the Netherlands, a country with a population of more than 16 million. KPN is also a customer of IP Globalnet, provider of customer contact centers and a SupportSoft reseller in Europe. A jointly-developed SupportSoft/IP Globalnet CPE integration software framework was successfully piloted by KPN earlier this year.
"KPN expects strong broadband growth in 2004 and 2005. To help us efficiently scale our customer service operations to meet rising demand, we selected SupportSoft's Service Automation Suite for Broadband," said Pim Deenekamp, project manager customer self-care of KPN. "Our successful experience with both SupportSoft and IP Globalnet in a recent pilot program gives us confidence that we'll be able to reach our goal."
"KPN's demonstrated telecommunications' leadership in Holland and elsewhere in Europe as the Dutch incumbent provider is bound to benefit from a reaffirmed customer commitment to service innovation," said Walter Janssen, director of business development at IP Globalnet. "We are delighted to be able to work with them to help them successfully roll-out the benefits of the SupportSoft Service Automation Suite for Broadband to their growing base of broadband subscribers."
"We're delighted to add KPN to the roster of European digital service providers that have selected SupportSoft solutions to enhance and automate the customer service experience," said Radha Basu, SupportSoft chairman and CEO. "As broadband growth in Europe continues to accelerate, forward-looking service providers understand that customer support can be a key competitive differentiator in acquiring and retaining subscribers. Partnering with IP Globalnet, SupportSoft is well positioned to help leading European telecommunications companies, including KPN, take advantage of this trend."
19.05.2004, SupportSoft
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