Mformation Software Technologies Inc. is teaming up with partners Amdocs and SundaySky to demonstrate new capabilities in mobile customer care. The companies are calling the initiative the Proactive Care Technical Catalyst, and it will focus on new advances in the critical areas of automatic and proactive technical care, specifically for mobile customers.
The team will be monitoring, detecting and interpreting technical device, data and network experience issues. They will demonstrate effective issue resolution as well as smart cross and up-sell across channels to partners and prospective customers.
Mformation strives to provide management solutions for wirelessly connected devices. The company's solutions are deployed with mobile operators and managed service providers (MSPs) throughout the world. Mformation manages more than 500 million devices, which enables MSPs, operators and enterprises to manage and secure wirelessly connected devices, applications and services over any wireless network.
Customer experience systems provider Amdocs is a channel and solution partner with Mformation. The company provides an integrated mobile device customer care solution, and Mformation technology is integrated with the Amdocs CES customer management solutions. This enables mobile providers to speed support call resolution as well as lower their support costs.
SundaySky is an ISV offering its SmartVideo personalized, real-time video solution. The company's platform generates hundreds of thousands of videos on a daily basis with the goal of attracting traffic, retargeting prospects and converting prospects to customers. The solution also acts as a customer support mechanism and helps to enhance customer relationships. SmartVideo is used by a variety of large organizations including AT&T, Office Depot and Lenovo.
“This Catalyst complements the Amdocs Device Care solution developed jointly with Mformation, which provides full-service customer care for device issues from an integrated console," said Sean Fleming, Mformation VP of business development. "Now we can see the impact of early engagement and issue resolution, before the mobile customer is even aware of a problem. In this Catalyst project, we will be demonstrating how to put the customer at the center of the mobile experience using real-time data, applying sophisticated intelligence to automatically identify issues, and executing context-specific actions. This proactive care concept enables service providers to fully implement preemptive approaches to improving the customer experience and cutting support costs.”
Edited by
Jamie Epstein
