Time Warner Cable Chooses Digital Video Solution from Scientific-Atlanta and SupportSoft

Time Warner Cable Chooses Digital Video Solution from Scientific-Atlanta and SupportSoft

Service Automation Suite for Video Reduces Problems Related to Digital TV Service Delivery

REDWOOD CITY, Calif. and ATLANTA, April 26 /PRNewswire/ -- The Service Automation Suite for Video (SAS-V), software developed by Scientific-Atlanta, Inc. (NYSE:SFA) in conjunction with SupportSoft (NASDAQ:SPRT), has been selected by Time Warner Cable Cincinnati for the product's ability to enhance digital TV reliability. The solution was field tested by Time Warner Cable and successfully demonstrated an ability to help automate the diagnosis and resolution of common problems associated with the installation and ongoing service of digital TV transmission. As a result, costly service visits to customer households were reduced and digital TV reliability was measurably increased.

"Unparalleled service quality goes hand-in-hand with heightening customer satisfaction -- and digital TV customers often have even higher quality expectations than the norm," said Mark Dunford Vice-President, Customer Operations, Time Warner Cable Cincinnati. "The Service Automation Suite for Video, which helped to reduce technician truck-rolls by double of what we expected, proved that it could help us minimize real and potential problems related to digital video installation. We anticipate that it will make a real contribution helping to ensure that Time Warner Cable's digital TV service is second to none in the eyes of our customers."

SAS-V works to pinpoint potential issues with a digital video connection within a customer's home or the last mile of the service provider's network, identifies problems and assists in resolving them in real time. Further, customer service representatives or field technicians can use the solution to ease remote problem diagnosis for quicker issue resolution, helping eliminate unnecessary, costly multiple truck rolls to ensure a successful installation or repair a later problem. Consequently, digital TV customers can experience a more reliable video service, and cable providers can increase customer satisfaction and reduce operational expense.

"The SAS-V product is a joint effort between Scientific-Atlanta and SupportSoft to enhance our customers' ability to reduce expensive truck rolls and lower call volumes to customer service by helping to provide a quality connection the first time, every time for TV viewers," said Tony Palermo, vice president business development and emerging markets, SciCare(TM) Broadband Services at Scientific-Atlanta. "We estimate that for many MSOs, as few as three truck rolls can wipe out a significant amount of the free cash flow generated in a year by a cable subscriber. SAS-V can help operators plug that revenue leak and help them increase customer satisfaction and retention."

"Time Warner Cable's commitment to the Service Automation Suite for Video product demonstrates SupportSoft's ability to expand our software successfully into new markets and, in this case, with an experienced, market leader such as Scientific-Atlanta," said Chris Grejtak, senior vice president of products and marketing for SupportSoft. "It's yet another step in evolving our solutions for digital service providers to ensure their ability to successfully and profitably deliver triple play services -- whether VoIP, high speed data or digital video."

About SupportSoft

SupportSoft, Inc. is a leading provider of Real-Time Service Management (RTSM(TM)) software designed to improve endpoint automation and technical support 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 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 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, and the expected evolution of SupportSoft products, 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.

Source: SupportSoft, Inc.

CONTACT: media, Jennifer Massaro of SupportSoft, Inc., +1-650-556-8596, or jennifer.massaro@supportsoft.com; or Sara Stutzenstein of Scientific Atlanta, Inc., +1-770-236-2181, or sara.stutzenstein@sciatl.com

Web site: http://www.scientificatlanta.com/

Web site: http://www.supportsoft.com/

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