Welcome!

AJAX & REA Authors: Sebastian Kruk, Pat Romanski, Stephen Pierzchala, RealWire News Distribution, ExtraHop Networks

News Feed Item

Carrier iQ Reinvents Customer Care with iQ Care™

Carrier iQ, a pioneer in mobile intelligence, today announced the worldwide availability of its iQ Care™ device-side care solution designed to reduce customer care costs, increase subscriber satisfaction, and reduce churn.

With the market for connected mobile devices accelerating, and smartphones and tablets continuing their market penetration, support costs are sharply increasing, fueled by a combination of factors, including uncertified applications, new interfaces, complexity of devices, fragmentation of operating systems, and the frequency of updates.

Mobile operators typically have access to a wealth of data from their networks and some user-generated information, but they have little insight on what is happening on the device itself. Only device-sourced metrics can give operators a true representation of the performance of a device to help resolve device support issues and improve the consumer experience.

“To truly create a differentiated experience across the customer lifecycle, mobile operators have to see the world from the customer’s view - the mobile device,” said Sheryl Kingstone, Yankee Group Research Director. “Operators are constantly striving to increase service quality and customer satisfaction to improve the overall customer experience. There is a great need to focus on improved care, particularly from the consumer’s perspective.”

iQ Care™ is a customer care solution aimed at reducing the duration of customer support calls, decreasing the number of no-fault-found device returns, and improving the consumer experience. Built upon Carrier iQ’s unique, big data Mobile Service Intelligence Platform™ (MSIP), iQ Care™ utilizes iQ Agent™ on-device software to analyze relevant user experience metrics from the device. With explicit permission from the end user, and without tangible impact on battery drain rates, data plan usage or user experience, iQ Agent™ gathers system information on the performance and usage of the device and delivers this information to the MSIP. Device-sourced information and actionable insights are presented to the care agents, enabling them to diagnose and resolve the consumer’s problem quickly and efficiently.

“iQ Care is a proven solution with the most recent deployment now handling eight million simultaneously reporting devices. We are charting a path forward for operators, device manufacturers and other service providers to leverage device-side insights, first for reactive care, then for proactive care and, ultimately, for self-care. This approach delivers a quick and substantial ROI while dramatically improving customer experience. iQ Care is another step in our vision to become the provider of choice for mobile intelligence to the smartphone industry and to the roaring growth of mobile-connected devices,” said Larry Lenhart, CEO of Carrier iQ.

iQ Care™ provides mobile operators and mobile device manufacturers with:

  • Reduced handling time on support calls
  • Higher first call resolution (FCR) scores
  • Ability to dramatically reduce unnecessary device returns (no-fault-found returns)
  • Robust privacy features that can be seamlessly customized to comply with customer privacy policies and applicable legislations
  • Actionable big data analytics about the device, its operation, and actual consumer experience
  • Ability to measure a device by comparing its performance to millions of other devices

iQ Care™ will be showcased at Mobile World Congress™ in Barcelona, Spain, February 25- 28 at the Carrier iQ booth (5H34, Hall 5), as well as at Carrier iQ partner booths.

About iQ Care™

iQ Care™ is a suite of analytics and applications that use iQ Agent™ along with Carrier iQ’s Mobile Service Intelligence Platform™ (MSIP) to deliver individual user-experience knowledge to customer care agents and mobile device manufacturers. Scaling up to 50 million reporting devices per installation, iQ Care™ is delivered as SaaS, allowing rapid deployment with minimal integration requirements.

About Carrier iQ

Carrier iQ was founded in 2005 to improve the quality and reliability of mobile networks and devices by delivering diagnostic and analytic information to improve the consumer experience. Delivered on more than 180 million devices, Carrier iQ provides business-critical analytics on devices to customers worldwide. Carrier iQ is headquartered in Mountain View, California, with offices in London and Malaysia. Visit Carrier iQ at www.carrieriq.com.

© Carrier iQ 2013

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Cloud Expo Breaking News
SYS-CON Events announced today that Wowrack will exhibit at SYS-CON's 12th International Cloud Expo, which will take place on June 10–13, 2013, at the Javits Center in New York City, New York. Wowrack’s core expertise lies in high-availability Private and Public Cloud IaaS Hosting Solutions. Wowrack provides a true Hybrid service – where business release all IT management and hardware provisioning – taking the data center and server system administrative headaches off our customer’s shoulders. ...
As enterprises deploy private IaaS clouds into production they are reevaluating their future application delivery models. SUSE and WSO2 believe that private PaaS will leverage the automation and scalability of Private IaaS solutions, such as OpenStack-based SUSE Cloud, to deliver the secure, standardized development environments that will make migrating to an agile, serviceoriented delivery model possible. In their session at the 12th International Cloud Expo, Chris Haddad, VP of Technology Ev...
“Open source has always provided a number of benefits, including easing adoption costs, propagating a better understanding of the technology, and allowing for faster evolution and commercialization of products and services based on it,” noted Terry Woloszyn, Founder & CEO, Leeward Security Ltd., in this exclusive Q&A with Cloud Expo Conference Chair Jeremy Geelan. “This is clearly evident with the OpenStack and CloudStack,” Woloszyn continued, “and others that have been quickly commercialized as...
Organizations across the world are increasingly starting to see the benefits of moving more and more services to the cloud. The focus on the cost-saving potential of cloud is rapidly shifting to completely transforming the business with cloud. As organizations are investing enormous sums on technology they are starting to realize that in order to maximize the return on investment and accelerate the business transformation process the first area of focus should be people. By ensuring the organiza...
In his session at the 12th International Cloud Expo, Dave Eichorn, Global Data Center Practice Head at Zensar, will share a case study describing how a utility services company handled the migration of its Microsoft platform to the cloud. Challenged with the time-consuming task of opening operations out of temporary offices, this company struggled with the need to simultaneously access data that was accumulated from a vast amount of data-intensive jobs. Zensar migrated the company’s application ...
You're getting pitched every day from your legacy enterprise software and hardware vendors about "cloud." They're doing an amazing job of convincing your CIO and CTO about what cloud is and how you should use it. The reality is they're defending their shrinking market share and keeping you on the legacy treadmill for as long as they can by selling you solutions that aren't "cloud." In her session at the 12th International Cloud Expo, Niki Acosta, Cloud Evangelista for Rackspace, will talk thro...
SYS-CON Events announced today that OpenStack will exhibit at SYS-CON's 12th International Cloud Expo, which will take place on June 10–13, 2013, at the Javits Center in New York City, New York. OpenStack software controls large pools of compute, storage, and networking resources throughout a datacenter, all managed by a dashboard that gives administrators control while empowering their users to provision resources through a web interface. OpenStack powers some of the most widely-used SaaS app...
Many have heard of OAuth but are unsure of how it might apply to their business. In his session at the 12th International Cloud Expo, Alistair Farquharson, CTO of SOA Software, will describe how OAuth can be used to facilitate certain business models and simplify the sharing of private data. Alistair Farquharson is a visionary industry veteran focused on using disruptive technologies to drive business growth and improve efficiency and agility within organizations. As the CTO of SOA Software A...
“Cloud has everything to do with what has happened with Big Data,” explained Jason Deck, Director of Strategic Alliances at Logicworks, in this exclusive Q&A with Cloud Expo Conference Chair Jeremy Geelan. “Big Data doesn’t exist in its easily accessible way without cloud. From reduced startup costs, to cheap storage, to fast processing, to adequate security, to the easy incorporation of third-party analytics tools, cloud made Big Data accessible to customers of all sizes, with all different bud...
SYS-CON Events announced today that nfina Technologies, a provider of highly reliable cloud server products, will exhibit at SYS-CON's 12th International Cloud Expo, which will take place on June 10–13, 2013, at the Javits Center in New York City, New York. nfina Technologies develops, manufactures, and markets highly reliable cloud server products, designed to solve the most demanding data center requirements in mission-critical cloud applications. Nfina’s staff has decades of experience in co...