|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
- The Odd Couple: Marrying Agile and Waterfall
- The Butterfly Effect Within IT
- The Agile PMO
- The Linux Foundation's Core Infrastructure Initiative Announces New Backers, First Projects to Receive Support and Advisory Board Members
- How to Strategically Benefit from AANPM
- Zuora Caps Record Breaking Subscribed 2014 with the 63rd Release of the Award Winning Z-Business Platform
- Web Service Monitoring 101: Identifying Bad Deployments
- How to Monitor Swift/iOS8 Applications for Crashes and Performance Issues
- How to Monitor the Web Performance of Your Competition
- Complete Surface Pro 3 Review - 3 days later
- "Cloud Computing 2.0" -- I'm Serious
- Storage Made Easy Brings Private Enterprise File Share and Sync for Amazon S3 to AWS GovCloud
- The Odd Couple: Marrying Agile and Waterfall
- Flexera Software’s InstallShield 2014 Release Introduces New Support of Cloud and Virtualised Installations, High-DPI Displays and Touch Devices, and Agile Development
- FlexNet Manager Suite Wins CODiE Award for Best Asset Management Solution - 4th CODiE Award for Flexera Software
- Adobe Releases Update to Patch Zero Day Vulnerability
- The Butterfly Effect Within IT
- As Registration Deadline Nears, dmexco 2014 Is More Popular Than Ever
- Software Quality Metrics for Your Continuous Delivery Pipeline | Part 2
- Atmel Extends Industry Leading maXTouch T Series with the Market's Highest Performance Touchscreen Controller
- The Problem with Cloud SLAs
- New Photo Sharing Service izitru Establishes Photoshop-Free Zone
- Emulex and Compuware Team Up to Drastically Improve Data Centre Problem Identification and Resolution
- The Agile PMO
- Building a Drag-and-Drop Shopping Cart with AJAX
- What Is AJAX?
- Google Maps! AJAX-Style Web Development Using ASP.NET
- Where Are RIA Technologies Headed in 2008?
- Dolphin Announces Open API With Over 50 Add-ons Including Dropbox and Wikipedia
- How and Why AJAX, Not Java, Became the Favored Technology for Rich Internet Applications
- Flashback to January 2006: Exclusive SYS-CON.TV Interviews on "OpenAjax Alliance" Announcement
- "Real-World AJAX" One-Day Seminar Arrives in Silicon Valley
- AJAXWorld Conference & Expo to Take Place October 2-4, 2006, at the Santa Clara Convention Center, California
- AJAX Sponsor Webcasts Are Now Available at AJAXWorld Website
- AJAXWorld University Announces AJAX Developer Bootcamp
- i-Technology 2008 Predictions: Where's RIAs, AJAX, SOA and Virtualization Headed in 2008?
Cloud Computing is evolving into a Big Three of Amazon Web Services, Google Cloud, and Microsoft Azure. Cloud 360: Multi-Cloud Bootcamp, being held Nov 4–5, 2014, in conjunction with 15th Cloud Expo in Santa Clara, CA, delivers a real-world demonstration of how to deploy and configure a scalable and available web application on all three platforms. The Cloud 360 Bootcamp, led by Janakiram MSV, an analyst with Gigaom Research, is the first bootcamp that introduces the core concepts of Infrastructure as a Service (IaaS) based on the workings of the Big Three platforms – Amazon EC2, Google Compute Engine, and Azure VMs. Bootcamp attendees will get to see the big picture and also receive the knowledge needed to make the best cloud decisions for their business applications and entire enterprise IT organization.
Jul. 22, 2014 11:00 AM EDT Reads: 879
Scott Jenson leads a project called The Physical Web within the Chrome team at Google. Project members are working to take the scalability and openness of the web and use it to talk to the exponentially exploding range of smart devices. Nearly every company today working on the IoT comes up with the same basic solution: use my server and you'll be fine. But if we really believe there will be trillions of these devices, that just can't scale. We need a system that is open a scalable and by using the URL as a basic building block, we open this up and get the same resilience that the web enjoys.
Jul. 22, 2014 09:00 AM EDT Reads: 1,049
The Internet of Things is a natural complement to the cloud and related technologies such as Big Data, analytics, and mobility. In his session at Internet of @ThingsExpo, Joe Weinman will lay out four generic strategies – digital disciplines – to exploit emerging digital technologies for strategic advantage. Joe Weinman has held executive leadership positions at Bell Labs, AT&T, Hewlett-Packard, and Telx, in areas such as corporate strategy, business development, product management, operations, and R&D.
Jul. 21, 2014 11:17 AM EDT Reads: 1,687
SYS-CON Events announced today that DevOps.com has been named “Media Sponsor” of SYS-CON's “DevOps Summit at Cloud Expo,” which will take place on June 10–12, 2014, at the Javits Center in New York City, New York. DevOps.com is where the world meets DevOps. It is the largest collection of original content relating to DevOps on the web today Featuring up-to-the-minute news, feature stories, blogs, bylined articles and more, DevOps.com is where the thought leaders of the DevOps movement make their ideas known.
Jul. 20, 2014 03:00 PM EDT Reads: 1,505
There are 182 billion emails sent every day, generating a lot of data about how recipients and ISPs respond. Many marketers take a more-is-better approach to stats, preferring to have the ability to slice and dice their email lists based numerous arbitrary stats. However, fundamentally what really matters is whether or not sending an email to a particular recipient will generate value. Data Scientists can design high-level insights such as engagement prediction models and content clusters that allow marketers to cut through the noise and design their campaigns around strong, predictive signals, rather than arbitrary statistics. SendGrid sends up to half a billion emails a day for customers such as Pinterest and GitHub. All this email adds up to more text than produced in the entire twitterverse. We track events like clicks, opens and deliveries to help improve deliverability for our customers – adding up to over 50 billion useful events every month. While SendGrid data covers only abo...
Jul. 20, 2014 02:00 PM EDT Reads: 2,141
SYS-CON Events announced today that the Web Host Industry Review has been named “Media Sponsor” of SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Since 2000, The Web Host Industry Review has made a name for itself as the foremost authority of the Web hosting industry providing reliable, insightful and comprehensive news, reviews and resources to the hosting community. TheWHIR Blogs provides a community of expert industry perspectives. The Web Host Industry Review Magazine also offers a business-minded, issue-driven perspective of interest to executives and decision-makers. WHIR TV offers on demand web hosting video interviews and web hosting video features of the key persons and events of the web hosting industry. WHIR Events brings together like-minded hosting industry professionals and decision-makers in local communities. TheWHIR is an iNET Interactive property.
Jul. 20, 2014 09:15 AM EDT Reads: 1,598
SYS-CON Events announced today that O'Reilly Media has been named “Media Sponsor” of SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. O'Reilly Media spreads the knowledge of innovators through its books, online services, magazines, and conferences. Since 1978, O'Reilly Media has been a chronicler and catalyst of cutting-edge development, homing in on the technology trends that really matter and spurring their adoption by amplifying "faint signals" from the alpha geeks who are creating the future. An active participant in the technology community, the company has a long history of advocacy, meme-making, and evangelism.
Jul. 19, 2014 10:00 AM EDT Reads: 1,692
SYS-CON Events announced today that Verizon has been named “Gold Sponsor” of SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Verizon Enterprise Solutions creates global connections that generate growth, drive business innovation and move society forward. With industry-specific solutions and a full range of global wholesale offerings provided over the company's secure mobility, cloud, strategic networking and advanced communications platforms, Verizon Enterprise Solutions helps open new opportunities around the world for innovation, investment and business transformation. Visit verizonenterprise.com to learn more.
Jul. 18, 2014 11:00 AM EDT Reads: 1,682
SYS-CON Events announced today that TMCnet has been named “Media Sponsor” of SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Technology Marketing Corporation (TMC) is the world's leading business to business and integrated marketing media company, servicing niche markets within the communications and technology industries.
Jul. 15, 2014 04:21 PM EDT Reads: 1,151
"In my session I spoke about enterprise cloud analytics and how we can leverage analytics as a service," explained Ajay Budhraja, CTO at the Department of Justice, in this SYS-CON.tv interview at the 14th International Cloud Expo®, held June 10-12, 2014, at the Javits Center in New York City. Cloud Expo® 2014 Silicon Valley, November 4–6, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading Cloud industry players in the world.
Jul. 15, 2014 10:15 AM EDT Reads: 1,759
“We are starting to see people move beyond the commodity cloud and enterprises need to start focusing on additional value added services in order to really drive their adoption," explained Jason Mondanaro, Director of Product Management at MetraTech, in this SYS-CON.tv interview at the 14th International Cloud Expo®, held June 10-12, 2014, at the Javits Center in New York City. Cloud Expo® 2014 Silicon Valley, November 4–6, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading Cloud industry players in the world.
Jul. 15, 2014 09:45 AM EDT Reads: 1,731
"We are automated capacity control software, which basically looks at all the supply and demand and running a virtual cloud environment and does a deep analysis of that and says where should things go," explained Andrew Hillier, Co-founder & CTO of CiRBA, in this SYS-CON.tv interview at the 14th International Cloud Expo®, held June 10-12, 2014, at the Javits Center in New York City. Cloud Expo® 2014 Silicon Valley, November 4–6, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading Cloud industry players in the world.
Jul. 15, 2014 09:45 AM EDT Reads: 1,932
Almost everyone sees the potential of Internet of Things but how can businesses truly unlock that potential. The key will be in the ability to discover business insight in the midst of an ocean of Big Data generated from billions of embedded devices via Systems of Discover. Businesses will also need to ensure that they can sustain that insight by leveraging the cloud for global reach, scale and elasticity. In his session at Internet of @ThingsExpo, Mac Devine, Distinguished Engineer at IBM, will discuss bringing these three elements together via Systems of Discover.
Jul. 15, 2014 08:00 AM EDT Reads: 2,064
The Internet of Things promises to transform businesses (and lives), but navigating the business and technical path to success can be difficult to understand. In his session at 15th Internet of @ThingsExpo, Chad Jones, Vice President, Product Strategy of LogMeIn's Xively IoT Platform, will show you how to approach creating broadly successful connected customer solutions using real world business transformation studies including New England BioLabs and more.
Jul. 14, 2014 09:00 AM EDT Reads: 2,103
All too many discussions about DevOps conclude that the solution is an all-purpose player: developer and operations guru, complete with pager for round-the-clock duty. For most organizations that is not the way forward. In his session at DevOps Summit, Bernard Golden, Vice President of Strategy at ActiveState, will discuss how to achieve the agility and speed of end-to-end automation without requiring an organization stocked with Supermen and Superwomen.
Jul. 14, 2014 08:45 AM EDT Reads: 1,802