innoPath Software, the world leader in over-the-air mobile device care, today announced the launch of mobileMD, the first comprehensive solution that brings the concept of preventive care to smart devices. mobileMD fundamentally changes the device care model by empowering the new frontline "´ the subscriber. By doing so, mobileMD enables mobile customers to diagnose and fix their own device problems with a click of a button, thereby reducing the costs of mobile care for the operator while improving the subscriber experience. In addition, mobileMD encompasses all of the capabilities necessary for a complete mobile call center, including Over-The-Air (OTA) updates, real-time diagnostics, agent-side analysis, and mobile application analysis through a new partnership with Symantec. More information on innoPath and the new mobileMD platform can be found at: www.innopath.com/solution
"Today´s call centers were not designed for smart devices. This leads to longer hold times and frustrating support calls. mobileMD´s goal is to provide a platform in which smartphones get smart care, giving subscribers an outstanding experience that actually endears them to their service providers, while still reducing costs," said John Fazio, president and CEO of innoPath.
mobileMD is an integrated solution that is equally applicable for mobile operators and hardware manufacturers, and includes real-time diagnostics, device metering and analytics, OTA updates, security, and remote monitoring. However, the true innovation of mobileMD is its ability to deliver a far superior customer experience through a combination of tools that empower the subscriber, as well as contextually-aware tools for care agents. These tools reduce call time and lead to intelligent problem resolution, ultimately reducing subscriber churn, delivering operators with a competitive differentiator, and significantly improving customer satisfaction.
mobileMD is an industry-first comprehensive solution that empowers subscribers to solve problems with their mobile device thereby reducing the need to call into customer support. Mobile operators can now empower subscribers to:
- Manage their own device care, reducing calls to the operator support line
- Quickly run diagnostics to identify problems and implement immediate fixes
- Run extended test scans to identify true hardware or software issues
- Schedule test scans and implement on-going device maintenance
innoPath has partnered with Symantec to help customers protect their Android devices. Symantec will deliver back-end mobile application analysis technology for the mobileMD suite and recommend Norton mobile products, such as Norton Mobile Security and Norton Mobile Utilities, to help users protect and manage their devices.
"Mobile devices are more important than ever in consumers´ daily lives, and if a device is compromised by a security threat, the sensitive information on the device is at risk of falling into the wrong hands," said Dave Cole, Vice President, Product Management, Symantec. "We are pleased to partner with innoPath to help protect their subscribers from mobile security threats. By leveraging Symantec´s mobile app analysis technology, we are providing innoPath with the ability to detect threats and empower their subscribers to enjoy their digital lives with the assurance that their mobile devices are protected."
About innoPath
innoPath technology drives the support and care of mobile devices at the speed of life. Using innoPath´s solutions, subscribers, mobile operators and device manufacturers can update, diagnose, and fix devices over-the-air. The benefits of using innoPath technology include avoided device recalls and returns, reduced incidence of support calls, improved first call resolution for issues related to Android and iOS devices, and increased subscriber satisfaction. innoPath´s customer list includes Verizon, KDDI, China Telecom, Tata DoCoMo, LG, Nokia, and Samsung, among others. For more information, visit www.innopath.com.
