Intuwave’s m-Support is a ‘critical breakthrough’ in removing bottlenecks in service adoption
Intuwave, the software specialist focused on helping organisations and individuals to realise the potential of Smartphones, today announced the launch of its m-Support tool which, for the first time, enables a PC to graphically view and control a remote Smartphone via a GPRS or Bluetooth connection. This boosts service adoption through enabling controlled pre-purchase trial of services. It also cuts support costs by allowing mobile network operator or handset manufacturer staff to remotely control a customer’s handset in order to remotely diagnose and resolve enquiries and problems. Intuwave is partnering with Wireless Data Services (WDS), an acknowledged leader in the field of wireless customer support, in order to bring m-Support to market.
Andrew Wyatt, VP Strategic Marketing, Intuwave, said, “The failure of successive mobile technologies to achieve real traction in the market has exposed as a fallacy the belief that, ‘If you build it, they will come.’ Users won’t adopt services in volume if their value and use isn’t clearly understood and handset manufacturers and network operators are anyway unable to handle the volume of enquiries and problems arising from widespread use of the advanced capabilities of today’s Smartphones. m-Support eliminates these bottlenecks almost entirely.”
m-Support encourages adoption by enabling potential customer to graphically view new mobile applications prior to purchase. Customers can experience new services through: a live demonstration of key functionality in a controlled manner by a member of the customer services team; or through a self service demonstration chosen by the customer either from a vendor’s Web site or an in-store kiosk. It also stimulates service usage - and operator revenues deriving from them - by enabling sales staff to contact existing customers that have failed to use the more advanced services and remotely guide them through the benefits live on the customer’s device.
m-Support enables cost effective support by allowing support staff for the first time to remotely view and interact with a user’s handset in order to understand the nature of the enquiry or problem. This can then be resolved through one of m-Supports live demonstrations or through the use of standard support/provisioning tools or procedures.
Wyatt continued, “Our aim is to provide all parts of the mobile value chain with innovative tools that help them to help their customers make sense of Smartphones. m-Support is a crucial proof point in our ability to deliver on this promise and one of a number of services enabled by our m-Network platform. It is a critical breakthrough in trialing and supporting mobile data services and a ray of light through the dark clouds that have enveloped the mobile industry.”
m-Support is one of a number of solutions developed by Intuwave that allow Independent Software Vendors, Systems Integrators and Enterprise customers to take immediate advantage of the capabilities of its m-Network software, the world’s first Wireless Network Operating System for Smartphones. Full availability of m-Support is scheduled for q3, 2003.
By leveraging WDS’ deep experience in the field of wireless data support Intuwave ensures that its solution is optimised and aligned with the support needs of the mobile industry. By integrating m-Support into it’s existing portfolio of knowledge-driven support tools, WDS can maximize the support experience for the customer.
David Ffoulkes-Jones, CEO, WDS, said, “Smartphone support needs to evolve to more closely resemble that provided for PCs in order to cope with the rapid advance in the complexity and flexibility of Smartphones, applications and network services. m-Support is a huge step forward in that regard, offering our staff the possibility of remotely interacting with a customer’s handset. This compliments our existing remote configuration and self-service tools, whilst offering more flexibility within our global support environments. We will shortly be in trial with m-Support having fully integrated it with WDS’ core support services.”
Intuwave is a software specialist with just one aim - to help both organisations and individuals realise the potential of Smartphones. We provide for customer and partners - handset manufacturers, mobile network operators, enterprises, system integrators, enterprise application developers and independent software vendors - a series of innovative products for all parts of the mobile data value chain. Our products are built specifically for the wireless Smartphone environment. They deliver rapid return on investment through enabling increased market share and operational savings and use and enhance current and future mobile network standards and assets. Further information is available at www.intuwave.com.
About WDS Global
With more than eight years of global experience helping wireless carriers, manufacturers and software companies, WDS specializes in helping its clients launch new wireless data offerings and in the process grow and retain their most profitable customers. Specifically, WDS offers third-tier technical support, product testing, wireless data training of sales and support agents, and web-based self-help/configuration tools. WDS is headquartered in the U.K. and has offices in South Africa, America, Australia and Singapore offering support in 20 languages (including French, Spanish and Portuguese in the Americas).
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