IVR

InnoPath Software (News - Alert), a provider of over-the-air customer care, announced that its ActiveCare mobile service provider care solution now supports leading Android devices such as the Google (News - Alert) Nexus One, the Motorola Droid, the HTC Droid Eris, and others.

 

“We are putting the operator back in the driver’s seat. The Android (News - Alert) platform and phones are new and exciting, and both are still evolving,” John Fazio, president and CEO, InnoPath explained. “As we have seen with the Nexus One, be it 3G issues or UI glitches and bugs, these phones require updates as well as support from the moment they are put in service. With ActiveCare the operator can meet this challenge better, faster and more efficiently today.”

 

The increasing complexity of smartphones is creating a dilemma for operators. InnoPath research indicates that these smartphones drive new sales and help retain existing customers, but they cost up to 4x as much to support as traditional feature phones. 'Google’s original approach is clearly not working. Operators need to be able to deliver better, more cost effective support to their subscribers. It’s expected!' Fazio said.

 

In other news, InnoPath explained that its ActiveCare solution will address the support issues associated with smartphone growth. InnoPath’s ActiveCare exhibits three key features such as Universal Device Support, Mobile Update and Mobile Activate. These features will address smartphone manageability and provisioning requirements.

 

John Delaney, IDC (News - Alert) research director, said: “Google has failed to provide customer support to the standard demanded by an expensive and complex consumer product. Support is a strategic differentiator in mobile’s new, expanded competitive landscape. Operators who understand this and have invested accordingly have an important competitive advantage.”

 

With ActiveCare, instead of immediately escalating support calls about e-mail, MMS or internet configuration, front-line CSRs can now fix the phone with a few simple mouse clicks.

 

This approach shortens calls and delights subscribers because their problems are fixed faster and more reliably the first time. It also provides operators with a single platform through which they can push updates to Android phones from any of their handset vendor partners.