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Comcast Deal Lifts SupportSoft

SupportSoft Inc., which provides support automation software for broadband services, has landed a major add-on deal with Comcast Corp.'s cable unit.

It's the second major MSO deployment reported by the Redwood City, Calif.-based vendor in the past month; SupportSoft also picked up business from Charter Communications Inc.

Comcast will use SupportSoft's SmartAccess Solution, which allows MSOs to configure high-speed data service from office PCs. SupportSoft said Comcast has been using its Service Provider Resolution Suite software to provide online customer support to its 1.1 million cable-modem customers.

"SupportSoft's SmartAccess solution will help make our customers' high-speed Internet experience even easier and more convenient," said Comcast vice president of operations and technical support Mitch Bowling in a statement. "Utilizing an integrated, end-to-end system from a single vendor will improve efficiency and effectiveness from installation to support diagnostics."

Said SupportSoft vice president of marketing Bruce Mowery, "Comcast had the resolution suite and was looking for something to help them on the connection-management side."

Cable companies typically like to have several vendors for specific products, but in this case, Mowery said it made sense for Comcast to combine the Resolution and SmartAccess software.

One-click solutions

The software allows those interested in high-speed Internet service to determine if their computers qualify for a broadband connection, and speeds the installation process. It also allows subscribers to change and upgrade service online.

Mowery said the connection-side software can handle authentication, testing, diagnostics and service problems. It can provide a one-click solution to many common problems, he said.

The SmartAccess solution will be integrated into Comcast's existing Resolution Suite software.

AT&T Broadband and Cox Communications also use SupportSoft software, the company said.