Carrier IQ unveils the Quality of Experience Consumer Dashboard

Carrier IQ made a lot of headlines in 2011, but not the kind they were hoping for. Yes they are still in business as they hope 2012 will be a better year. They just announced an extension of their IQ Care platform, which will enable mobile operators to give consumers information that could help them better understand and resolve issues regarding the health and performance of their device, applications, battery life, network coverage, and dropped calls.

In the past, information from IQ Care was only available to customer care operators, but with this enhancement, technical support calls could shorten by as much as 10 minutes per call. The carriers would provide this information directly to consumers through their own customer service 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.”

Carrier IQ could certainly use a little better press. A service such as this is definitely something intriguing as long as they don’t resort to their past practices. They are saying this new service will be available sometime in quarter 2. Are you willing to give Carrier IQ another chance?

Full press release after the break:

Carrier IQ Enables Mobile Operators to Deliver The First Ever Quality of Experience Consumer Dashboard

Empowering Consumer Understanding of Device and Network Issues

Mobile World Congress 2012

BARCELONA–(BUSINESS WIRE)– 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.

About Carrier IQ

Carrier IQ was founded in 2005 to improve the quality and reliability of mobile networks and handsets by delivering detailed diagnostics and analytics on customer experience. Deployed on over 150M devices, today Carrier IQ is the leading provider of Mobile Intelligence solutions that use mobile devices to deliver insight into the mobile experience for Network Operators and Device Manufacturers.

Carrier IQ takes consumer privacy very seriously. Anonymization and consumer choice through opt-out are important and included capabilities of Carrier IQ systems. Services are delivered to network operators through an encrypted environment. Carrier IQ acts as a service provider to network operators and device manufacturers, and makes no independent use of data from Carrier IQ enabled mobile devices.

Headquartered in Mountain View, California, Carrier IQ is a privately held, venture-backed company with offices in the U.S., UK, Korea and Malaysia.

For more information, please visit www.carrieriq.com. Carrier IQ will be exhibiting in Hall 2.1 at Stand A33.

» See more articles by Robert Nazarian


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