Carrier iQ® Announces New Mobile Intelligence Solutions for Customer Care and Customer Experience Management

BARCELONA, Spain, March 2, 2015 /PRNewswire/ — Mobile World Congress – Carrier iQ, a pioneer in device-sourced mobile intelligence, announces four new capabilities of its Mobile Intelligence System at the 2015 Mobile World Congress in Barcelona. The new capabilities include three solutions for iQ Care and an executive CEM solution to measure the actual mobile user experience.

Carrier iQ's Mobile User Experience Score (MUES) dashboard.


Carrier iQ’s Mobile User Experience Score (MUES) dashboard.

Photo – http://photos.prnewswire.com/prnh/20150227/178423

iQ Care® version 9.0

Carrier iQ has announced the latest release of iQ Care, its expert system for call centers, designed to improve customer satisfaction and reduce support costs for mobile operators. iQ Care version 9 has repackaged and enhanced iQ Care with three significant subsets of new functionality. For call center operations, iQ Care – Call Center delivers new analytic solutions. iQ Care – Mobile provides advanced diagnostics and alerting directly to consumers on their mobile devices. iQ Care – Proactive proactively diagnoses problems across all customers without waiting for their complaints, allowing operators to resolve issues before they become acute.

  • iQ Care – Call Center is an expert system for use by customer support representatives that harnesses the power of device-sourced analytics to detect and diagnose network, device, and application problems. Using technologies such as machine-learning, predictive analytics, rules engines, and data mining, iQ Care – Call Center reduces handling time on support calls, confirms problems experienced by customers, reduces escalation and no-fault-found returns, and improves customer satisfaction.
  • iQ Care – Mobile leverages the same intelligence from iQ Care – Call Center and enables customers to support themselves with individualized and actionable recommendations. Embedded inside self-service applications from mobile operators, iQ Care – Mobile helps operators avoid support calls related to device, network, and application issues by providing instant, personalized resolutions to technical problems while enabling operators to deliver a coherent brand experience.
  • iQ Care – Proactive applies expert system intelligence to proactively diagnose device, network, and application issues across entire populations of customers without waiting for customers to complain. iQ Care – Proactive examines the performance of each mobile device to detect and fix problems before they affect customers, providing experiential insight into the silent majority of customers who do not complain.

Customer Experience Management – Measuring the Mobile User Experience

Many organizations have a goal to improve the user experience of their mobile customers. Few, however, have a precise way to measure the actual user experience, over time, across locations, and networks. At this year’s Mobile World Congress in Barcelona, Spain, Carrier iQ will demonstrate its Mobile User Experience Score (MUES) – designed to provide an accurate measurement of how actual customers in the field experience mobile performance.

Powered by device-sourced analytics, MUES measures the true mobile experience without relying on inferred network traffic or samples from probes. MUES allows mobile operators and device manufacturers to quantify the user’s voice, data, coverage, and battery experiences, among other things, and to deliver better products and services to consumers.

About Carrier iQ:

Carrier iQ, founded in 2005, is a privately held mobile software company headquartered in Sunnyvale, CA. As the market leader in mobile intelligence, Carrier iQ provides mobile operators, device vendors, and IoT providers with actionable analytics and insights into the real experience their customers face when using smartphones, tablets, or other connected devices. Carrier iQ’s big data and device-sourced analytics platform offers proven scalability, with tens of petabytes of data processed each month and more than 200 million mobile devices deployed to date. The Carrier iQ team serves Tier-1 mobile network operators and device vendors from its offices in Sunnyvale, Boston, London, and Kuala Lumpur, with a network of global and regional partners that extend the Carrier iQ reach to all global markets.

MEDIA CONTACT:
Mira Genser Woods, Carrier iQ
mwoods@carrieriq.com  
www.carrieriq.com

Carrier iQ®, CiQ®, and iQ Care are registered trademarks of Carrier iQ, Inc.  All other marks are of their respective holders. Copyright © Carrier iQ, Inc. 2005-2015.   All rights reserved.

Photo – http://photos.prnasia.com/prnh/20150228/8521501214