Nexus Service Platform powers ICE’s technology sales & support for consumers with connected devices
Redwood City, CA – February 27, 2014 – Support.com, Inc. (NASDAQ: SPRT), a leading provider of cloud-based technology services and software, today announced that Inbound Call Experts (ICE) has deployed Support.com’s Cloud Service Platform to power its premium technology sales and support for consumer connected devices. The Cloud Service Platform will enable ICE to deliver the full support lifecycle, including customer onboarding and ongoing enablement as well as traditional issue resolution while providing a seamless sales and service experience for both the customers and support agents.
“The Nexus Service Platform will enable us to deliver a world-class customer experience with key features such as automated workflow for agents, remote support, and rich real-time analytics. Nexus provides our customers with an improved experience while providing us with a next generation platform to continue our growth” said Scott Grushoff, Senior Vice President of Operations, Inbound Call Experts. “We are a leader in converting phone leads into revenue for our Partners, and we wanted to work with the leading technology support platform.”
At ICE, the Cloud Service Platform replaces several third-party applications with one powerful user friendly environment. The cloud-based Nexus Service Platform enables groundbreaking levels of automation and analytics that radically improve customer experience and operational performance. Nexus is used in service delivery for 3 of the top 5 cable companies in North America, many of the top US retailers with consumer tech support programs, and other leading brands in software and connected technology. Nexus’ flexible architecture means that companies can take advantage of additional functionality as their business requirements change, and can add in additional analytics, marketing and subscription management, and additional apps to resolve issues.
Through its “Advanced Tech Support” brand, Inbound Call Experts has hundreds of US-based agents that provide premium technology sales and support for partners in security software, PC Optimization, and PC Utility Tools. Founded in 2011 and based in Boca Raton, Florida, ICE is dedicated to ensuring that its clients are monetizing their online traffic and getting the highest return on their marketing spend while keeping customer satisfaction as its highest priority.
“We are dedicated to providing the best technology support platform for a connected world” said Rich Matta, Senior Vice President and General Manager, SaaS. “We have been great admirers of ICE’s phenomenal growth over the last two years and I’m delighted that they’ve selected Nexus as the platform on which to continue to expand their business.”
Nexus Service Platform Overview
Key features of the Cloud Service Platform include:
- Automated Workflow: Support.com Cloud is the only software to provide patent-pending workflow automation that codifies the best practices of your highest-performing techs and ensures compliance with standard operating procedures (SOPs).
- Remote Support: Support.com is the leader in remote tech support technology, powering support programs for many of the country’s leading brands and providing the data and tools needed to manage programs at scale.
- Data and Analytics: Support.com Cloud’s leading-edge data architecture brings Big Data to technology support, and includes built-in analytic capabilities, capturing business insights from rich data captured during service delivery.
- Comprehensive Premium Support: Support.com Cloud Revenue enables custom-branded, turnkey premium technology support programs to drive recurring revenue streams, execute ecommerce transactions, and manage subscriptions.
- End User Apps: Drive a seamless subscriber experience with mobile, desktop and networking apps for end users.
For more information on how to experience Nexus, learn more at www.support.com.
Support.com, Inc. (NASDAQ: SPRT) is a leading provider of cloud-based services and software that enable technology support for a connected world. Our premium technology support programs help leading brands create new revenue streams and deepen customer relationships. Our cloud-based Nexus® Service Platform enables companies to resolve connected technology issues quickly, boost their support productivity, and dramatically improve their customer experience. Support.com is the choice of leading communications providers including 3 of the top 5 cable companies in North America, top retailers, and other leading brands in software and connected technology. For more information, please visit us at: www.support.com.
Support.com, Inc. is an Equal Opportunity Employer. For more information, visit https://www.support.com/about/careers.
Copyright © 2014 Support.com, Inc. All rights reserved. Support.com and Nexus are trademarks or registered trademarks of Support.com, Inc. in the United States and other countries. All other trademarks are the property of their respective owners.
Safe Harbor Statement
This release contains “forward-looking statements” as defined under the U.S. Federal Securities Laws, including the Private Securities Litigation Reform Act of 1995 and is subject to the safe harbors created by such laws. Forward-looking statements may relate to, but are not limited to, market, partner and consumer activity, the features available in, and the potential benefits to be derived from products and solutions, and the release dates, plans and market acceptance of such products and solutions. Such forward-looking statements are based on current expectations that involve a number of uncertainties and risks that may cause actual events or results to differ materially including, among others, Support.com’s ability to predict revenue and control expenses, shifts in partner and customer demand, shifts in strategic relationships, delays in Support.com’s ability to deliver its products and services, software errors, or announcements by competitors. These and other risks may be detailed from time to time in Support.com periodic reports filed with the Securities and Exchange Commission, including, but not limited to, its latest Annual Report on Form 10-K and its latest Quarterly Report on Form 10-Q, copies of which may be obtained from www.sec.gov. Support.com is under no obligation to update its forward-looking statements. Information contained in our website is not incorporated by reference in, or made part of this press release.
Martin Levy Public Relations