|By Business Wire||
|February 19, 2013 01:25 PM EST||
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
Cryptography has become one of the most underappreciated, misunderstood components of technology. It’s too easy for salespeople to dismiss concerns with three letters that nobody wants to question. ‘Yes, of course, we use AES.’ But what exactly are you trusting to be the ultimate guardian of your data? Let’s face it – you probably don’t know. An organic, grass-fed Kobe steak is a far cry from a Big Mac, but they’re both beef, right? Not exactly. Crypto is the same way. The US government require...
May. 23, 2015 12:00 AM EDT Reads: 3,811
Once the decision has been made to move part or all of a workload to the cloud, a methodology for selecting that workload needs to be established. How do you move to the cloud? What does the discovery, assessment and planning look like? What workloads make sense? Which cloud model makes sense for each workload? What are the considerations for how to select the right cloud model? And how does that fit in with the overall IT transformation?
May. 23, 2015 12:00 AM EDT Reads: 4,142
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo in Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading in...
May. 22, 2015 11:30 PM EDT Reads: 2,569
All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo, June 9-11, 2015, at the Javits Center in New York City. Learn what is going on, contribute to the discussions, and ensure that your enter...
May. 22, 2015 11:30 PM EDT Reads: 1,890
Red Hat, Inc. has announced Red Hat JBoss Enterprise Application Platform (JBoss EAP) 6.4 and introduced expanded benefits for JBoss EAP subscribers deploying their Java applications in hybrid cloud environments. Enterprises are under pressure to deliver new applications fast; however, many factors, including rigid proprietary stacks, inflexible licensing agreements, and cultural silos in IT can prevent enterprises from achieving the agility they need to stay competitive. Enterprises are incre...
May. 22, 2015 11:00 PM EDT Reads: 1,667
MeriTalk, a public-private partnership focused on improving the outcomes of government IT, today announced the results of its new report, "The Agile Advantage: Can DevOps Move Cloud to the Fast Lane?" The study, underwritten by Accenture Federal Services, reveals that approximately two-thirds of Feds say DevOps will help agencies shift into the cloud fast lane - improving IT collaboration and migration speed. But help is needed, with 66 percent saying that their agency needs to move IT services ...
May. 22, 2015 11:00 PM EDT Reads: 1,719
There is little doubt that Big Data solutions will have an increasing role in the Enterprise IT mainstream over time. 8th International Big Data Expo, co-located with 17th International Cloud Expo - to be held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA - has announced its Call for Papers is open. As advanced data storage, access and analytics technologies aimed at handling high-volume and/or fast moving data all move center stage, aided by the cloud computing bo...
May. 22, 2015 08:45 PM EDT Reads: 1,565
Every day we read jaw-dropping stats on the explosion of data. We allocate significant resources to harness and better understand it. We build businesses around it. But we’ve only just begun. For big payoffs in Big Data, CIOs are turning to cognitive computing. Cognitive computing’s ability to securely extract insights, understand natural language, and get smarter each time it’s used is the next, logical step for Big Data.
May. 22, 2015 08:00 PM EDT Reads: 2,049
There's no doubt that the Internet of Things is driving the next wave of innovation. Google has spent billions over the past few months vacuuming up companies that specialize in smart appliances and machine learning. Already, Philips light bulbs, Audi automobiles, and Samsung washers and dryers can communicate with and be controlled from mobile devices. To take advantage of the opportunities the Internet of Things brings to your business, you'll want to start preparing now.
May. 22, 2015 07:00 PM EDT Reads: 5,702
DevOps Summit, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long developmen...
May. 22, 2015 06:00 PM EDT Reads: 2,298
In a world of ever-accelerating business cycles and fast-changing client expectations, the cloud increasingly serves as a growth engine and a path to new business models. Dynamic clouds enable businesses to continuously reinvent themselves, adapting their business processes, their service and software delivery and their operations to achieve speed-to-market and quick response to customer feedback. As the cloud evolves, the industry has multiple competing cloud technologies, offering on-premises ...
May. 22, 2015 06:00 PM EDT Reads: 4,030
The 5th International DevOps Summit, co-located with 17th International Cloud Expo – being held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the...
May. 22, 2015 05:30 PM EDT Reads: 4,048
Over the years, a variety of methodologies have emerged in order to overcome the challenges related to project constraints. The successful use of each methodology seems highly context-dependent. However, communication seems to be the common denominator of the many challenges that project management methodologies intend to resolve. In this respect, Information and Communication Technologies (ICTs) can be viewed as powerful tools for managing projects. Few research papers have focused on the way...
May. 22, 2015 05:00 PM EDT Reads: 1,753
As the world moves from DevOps to NoOps, application deployment to the cloud ought to become a lot simpler. However, applications have been architected with a much tighter coupling than it needs to be which makes deployment in different environments and migration between them harder. The microservices architecture, which is the basis of many new age distributed systems such as OpenStack, Netflix and so on is at the heart of CloudFoundry – a complete developer-oriented Platform as a Service (PaaS...
May. 22, 2015 05:00 PM EDT Reads: 1,622
17th Cloud Expo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterprises a...
May. 22, 2015 05:00 PM EDT Reads: 2,376
Hybrid IT is an approach to delivering IT services that matches business requirements and application needs with different IT deployment modalities. In their session at 16th Cloud Expo, Jeff Katzen, Director of the Cloud Practice at CenturyLink, and Gary Sloper, Area Vice President, Sales Engineering and Operations, at CenturyLink, will go into more depth around those different modalities and how customers have made decisions to choose between them. They will talk to some of the challenges t...
May. 22, 2015 04:45 PM EDT Reads: 1,655
SAP is delivering break-through innovation combined with fantastic user experience powered by the market-leading in-memory technology, SAP HANA. In his General Session at 15th Cloud Expo, Thorsten Leiduck, VP ISVs & Digital Commerce, SAP, discussed how SAP and partners provide cloud and hybrid cloud solutions as well as real-time Big Data offerings that help companies of all sizes and industries run better. SAP launched an application challenge to award the most innovative SAP HANA and SAP HANA...
May. 22, 2015 04:00 PM EDT Reads: 3,081
P2P RTC will impact the landscape of communications, shifting from traditional telephony style communications models to OTT (Over-The-Top) cloud assisted & PaaS (Platform as a Service) communication services. The P2P shift will impact many areas of our lives, from mobile communication, human interactive web services, RTC and telephony infrastructure, user federation, security and privacy implications, business costs, and scalability. In his session at @ThingsExpo, Robin Raymond, Chief Architect...
May. 22, 2015 03:00 PM EDT Reads: 4,105
The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long development cycles that produce software that is obsolete at launch. DevOps may be disruptive, but it is essential. The DevOps Summit at Cloud Expo – to be held June 3-5, 2015, at the Javits Center in New York City – will expand the DevOps community, enable a wide...
May. 22, 2015 03:00 PM EDT Reads: 1,899
Enterprises are fast realizing the importance of integrating SaaS/Cloud applications, API and on-premises data and processes, to unleash hidden value. This webinar explores how managers can use a Microservice-centric approach to aggressively tackle the unexpected new integration challenges posed by proliferation of cloud, mobile, social and big data projects. Industry analyst and SOA expert Jason Bloomberg will strip away the hype from microservices, and clearly identify their advantages and d...
May. 22, 2015 02:30 PM EDT Reads: 1,494