All those smartphones hitting the market mean more calls to customer care and in some cases, returns. Mformation Technologies says it's got a solution for that, and it has teamed up with Amdocs to make it easier for wireless operators to incorporate mobile device management (MDM) into their customer care systems.
Matt Bancroft, chief marketing officer at Mformation, says this marks an industry first in integrating an MDM solution with Amdocs customer care solution. By deploying the integrated solution, a carrier's customer service reps could immediately see the caller's device on their screen, its history and its "vital signs" to more quickly determine the source of a problem. The system not only regularly retrieves information from the phone but it also can aggregate information so if several service reps are getting reports of the same problem, they can quickly identify that.
Mformation's technology is used by about 47 operators around the world, including six U.S. carriers, but now the new product allows operators to tie the MDM data in with the customer care that Amdocs offers.