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Carrier IQ Extends IQ Care Platform
Posted: 27-Feb-2012 [Source: Carrier IQ]

[Carrier IQ announces extension of their IQ Care platform set to be available in Q2 2012, this new module will enable mobile operators to include customer experience analytics in their customer service portal. ]

Barcelona -- Carrier IQ, today announced the extension of their IQ Care platform to enable mobile operators to provide consumers with direct insight into their personal mobile experience. Available in Q2 2012, this new module will enable mobile operators to include customer experience analytics in their customer service portal. The platform will allow consumers to better understand and resolve issues regarding the health and performance of their device, applications, battery life, network coverage and dropped calls.

Previously, IQ Care was available only to customer care agents at mobile operators who used the platform to diagnose customer problems when they were called for technical support issues. IQ Care provides mobile operators with diagnostics on what is actually wrong with the device or the network, thus reducing technical support calls by up to 10 minutes per call. By applying expert system rules to the data, IQ Care can quickly identify why battery drain is occurring, where call quality is below average and when a device is actually faulty and should be returned. Now, IQ Care will include a customer service consumer portal.

“Customer Care is the fastest growing cost for many mobile operators, despite the fact that most consumers really don’t like calling for help because it takes so long to figure out what is wrong,” said Larry Lenhart, CEO, Carrier IQ. “By extending our technology through operators’ self-help portals, consumers will be able to identify and resolve issues with their device without ever calling for support.”

Industry figures suggest that smartphone users are twice as likely to call for support as feature phone users, but two-thirds of smartphone users would prefer self-help tools to calling into customer care.

Further, smartphones have a much higher no-fault-found (NFF) return rate than feature phones, accounting for up to 40 percent of returned devices. Carrier IQ’s technology allows mobile operators to identify and solve issues relating to an individual device, and reduce no-fault-found returns by understanding if a device is truly faulty.

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